DIPANJANA MITRA
Agile Delivery Manager | Service Delivery Manager | Scrum Master
Kolkata,WB
Summary
Agile Delivery Manager with 20+ years of experience in global and wholesale telecom services, specializing in end-to-end delivery, service management, and Agile transformation. Proven ability to lead large distributed teams (50+ members) and deliver complex programs for Tier-1 telecom clients. Strong expertise in Scrum, SAFe, ITIL, Jira, Confluence, and ServiceNow, with a solid understanding of cloud-enabled delivery. Known for driving operational stability, SLA compliance, and continuous improvement across delivery and support organizations.
Overview
21
21
years of professional experience
10
10
Certificates
3
3
Years of Trainings after graduation
Work History
Offshore Delivery Head
Flamingostech
Kolkata, west bengal
12.2025 - Current
• Leading Agile delivery and service management initiatives for digital and OTT platform.
• Managing delivery governance, stakeholder communication, and operational readiness.
• Coordinating cross-functional teams to ensure predictable delivery and service stability.
Project Manager / Scrum Master
Tata Consultancy Services (TCS)
10.2022 - 09.2025
• Led multiple Agile teams delivering enterprise solutions with end-to-end delivery ownership.
• Facilitated Scrum ceremonies, sprint planning, retrospectives, and Scrum-of-Scrums.
• Worked closely with Product Owners, QA, and Architecture teams to ensure value-driven delivery.
• Administered Jira workflows, permissions, schemes, and automation, improving delivery transparency and efficiency.
• Supported release planning, cutover activities, and post-release stabilization in collaboration with operations teams.
Technical Delivery Manager / Service Delivery Manager / Project Manager
Tech Mahindra
12.2006 - 09.2022
• Managed global telecom delivery and service operations for Tier-1 clients including BT UK, BT Europe, TalkTalk, and Lebara.
• Led service transition from project delivery to operations, ensuring smooth handover and knowledge transfer.
• Owned Incident, Problem, Change, and Release Management using ServiceNow ITSM, ensuring SLA adherence and audit compliance.
• Integrated Agile practices into service delivery, improving MTTR and cross-team collaboration.
• Delivered large-scale programs with 50+ member distributed teams across geographies.
• Coordinated release cycles, change approvals, and post-release reviews with global stakeholder.
Project Leader
Skytech Solutions India Ltd.
10.2005 - 12.2006
Analyst / Designer
Datacore India Ltd.
12.2004 - 09.2005
Technical Executive
Semaphore India Ltd.
05.2004 - 12.2004
Education
Bachelor of Science - Chemistry Hons.
Burdwan University
Kolkata, India 08.1991 - 07.1994
Diploma - Computer Programming & Applications
Y2K Training - undefined
GLOBSYN
C++ Certification - undefined
RCC, Jadavpur
Skills
Delivery & Program Management: Agile Delivery, End-to-End Project Delivery, Risk & Dependency Management, Governance, Stakeholder Management
Agile & SAFe: Scrum, Kanban, SAFe RTE, Scrum-of-Scrums, PI Planning, Team Coaching
Service Management: Incident, Problem, Change, Release Management (ITIL)
Service Transition & Operations: Knowledge Transition, Runbooks, SLA Management, CSI
Leadership: Cross-functional Team Leadership, Vendor & Client Management
Certification
ServiceNow Certified System Administrator (CSA)
Awards & Achievements
Star Performer – BT Wholesale (Feb 2025), Best Manager Award – 2008, Customer Appreciation for critical service transition delivery, Guru Award – Q2 (2016–17), Best Lead Award – Amenti (United Airlines), 2006
Domains & Clients
- Telecom (Global Services & Wholesale): BT UK, BT Germany, BT Italy, TalkTalk, Lebara UK
- Digital / OTT Platforms
Timeline
Offshore Delivery Head
Flamingostech
12.2025 - Current
Project Manager / Scrum Master
Tata Consultancy Services (TCS)
10.2022 - 09.2025
Technical Delivery Manager / Service Delivery Manager / Project Manager
Tech Mahindra
12.2006 - 09.2022
Project Leader
Skytech Solutions India Ltd.
10.2005 - 12.2006
Analyst / Designer
Datacore India Ltd.
12.2004 - 09.2005
Technical Executive
Semaphore India Ltd.
05.2004 - 12.2004
Bachelor of Science - Chemistry Hons.
Burdwan University
08.1991 - 07.1994
Diploma - Computer Programming & Applications
Y2K Training - undefined
GLOBSYN
C++ Certification - undefined
RCC, Jadavpur