DEEPAK KUMAR R
Service Delivery Manager
Bangalore
Summary
Dynamic and results-oriented Service Delivery Manager with a proven track record of leading complex IT projects and delivering exceptional customer experiences. Adept at driving operational excellence through strategic planning, cross-functional collaboration, and proactive problem-solving. Known for strong leadership, effective communication, and a commitment to continuous improvement. Seeking a challenging role where my expertise in service delivery and stakeholder management can be fully leveraged to drive business success.
Overview
18
18
years of professional experience
3
3
Certifications
4
4
Languages
Work History
Service Delivery Manager
TCS Brigade Bhuwalka Icon
03.2014 - 06.2025
- Led L2/L3 application support and preventive maintenance activities, implemented automation initiatives to enhance service delivery efficiency.
- Mentored engineers into SME roles; ensured SLA/KPI compliance. Managed incidents, problems, and change processes across service lines.
- Led cross-functional teams to achieve project goals on time and within budget.
- Improved service quality, addressing client concerns promptly and professionally.
- Led service transitions and post-incident reviews, collaborated with engineering teams to define service strategies, chaired CABs and MIRs, and drove RCA and change approvals. Ensured timely resolution of major incidents and service restoration.
- Audited service desk interactions and conducted training programs, delivered SLA reports, and led process improvement initiatives.
Tools & Technologies: Datastage, JIRA, Power BI, BMC Helix, ServiceNow, HP ALM, Ab Initio, HP Service Manager, ManageEngine, HPSM, Impact 360, Speech Analytics.
SME / Process Lead
Hewlett-Packard (HP)
03.2010 - 02.2014
- Led process improvement initiatives across service desk and support functions. Acted as Subject Matter Expert for ITSM processes, including incident, change, and problem management. Collaborated with cross-functional teams to standardize workflows and enhance service quality.
- Mentored junior team members of 20, contributing to their professional growth and development.
- Conducted training sessions and knowledge sharing to upskill team members.
- Monitored performance metrics and implemented corrective actions to meet SLAs.
- Supported the transition and stabilization of new processes across global delivery centers.
Tools & Technologies: HP Service Manager, ManageEngine, ITSM modules, Advanced Analytics.
Technical Lead Analyst
Convergys
06.2007 - 03.2010
- Led a team of support analysts handling complex technical queries and escalations.
- Provided expert guidance on Microsoft products, ensuring high-quality resolution and customer satisfaction.
- Conducted training sessions to enhance product knowledge and troubleshooting skills.
- Collaborated with cross-functional teams to streamline support workflows and improve service metrics.
- Delivered performance reports, and contributed to continuous improvement initiatives.
- Facilitated knowledge sharing among team members of 30 through regular training sessions and workshops on industry trends and best practices.
Tools and Technologies: Microsoft product suite, CRM platforms, ticketing systems.
Education
Bachelor of Engineering Technology - Electrical & Electronics Engineering
Sri Sairam College of Engineering
Bengaluru 04.2001 -
Skills
Optimization
undefinedCertification
PRINCE2 Agile Practitioner Certification - Acquired On: 2018-11-30, Version: 1.0
Accomplishments
- Successfully implemented a matured service delivery model that reduced response times & streamlined service operations processes
- Been a part of a successful transition/go-live of a both Waterfall and Agile projects at client location and set up key Service Management processes
- Automated Change Management process for deployment of low-risk Agile changes through CI/CD pipelines that automatically creates a change record in ServiceNow
- Contextual Master for leveraging contextual and domain expertise to solve client’s concerns for privacy governance with Test Data Management application by eliminating manual efforts involved during data anonymisation or test data provisioning activities thereby enabling faster & accurate sensitive data discovery
- Conducted project wide refresher trainings on Incident, Problem and Change management processes
Experience highlights
- Service Delivery Manager with a proven track record of managing complex projects and delivering exceptional customer service. Possessing excellent communication, problem-solving, and team management skills
- 12 months of On-site deputation (2017-18) in United Kingdom (Birmingham and Coventry) for a TCS project transition as a Service Management Consultant and Project Coordinator
Areas of Expertise
- Service Delivery & Operations
- Service management – Change, Problem and Incident Management in traditional Waterfall and Agile projects
- Release & Environment Management
- Test Data Management for Data Privacy and compliance
- Quality Management and Evaluation in IT Infrastructure Services
- System/Server Administration in the management and maintenance of Windows Server infrastructure
Competencies
- Process Improvement (PI) - Proficiency: E1, Category: Enterprise Quality Management, SubCategory: Performance Improvement
- IT IS_SM_Service Operations - Proficiency: E1, Category: Enterprise Service Management, SubCategory: IT Service Management
- Digital : Amazon Web Service(AWS) Cloud Computing - Proficiency: E1, Category: Cloud Computing, SubCategory: Cloud Application Services
- RIO : Rigor in Operations - Proficiency: E1, Category: Enterprise Delivery Management, SubCategory: Rigor in Operations
- Agile Way of Working - Proficiency: E1, Category: Enterprise Methodologies, SubCategory: Agile
- Test Data Management(TDM) - Proficiency: E2, Category: Quality Engineering & DevOps, SubCategory: Quality Engineering Ecosystem
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Tamil
Intermediate (B1)
Kannada
Intermediate (B1)
Hindi
Beginner (A1)
Timeline
Service Delivery Manager
TCS Brigade Bhuwalka Icon
03.2014 - 06.2025
SME / Process Lead
Hewlett-Packard (HP)
03.2010 - 02.2014
Technical Lead Analyst
Convergys
06.2007 - 03.2010
Bachelor of Engineering Technology - Electrical & Electronics Engineering
Sri Sairam College of Engineering
04.2001 -
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