DURGESH PRASAD
Senior IT Service Delivery & Program Leader
Pune,MH
Work Preference
Summary
PMP, ITIL and Scrum certified Senior IT Service Delivery and Program Leader with 20+ years of experience managing enterprise IT infrastructure operations, managed services programs, and multi-vendor service delivery environments. Proven expertise in governing complex IT ecosystems covering service desk, EUC, infrastructure, network and security operations across large multi-location enterprises. Demonstrated success in stabilizing IT operations, improving SLA compliance, driving cost optimization, and delivering service transformation programs. Strong leadership experience managing 100+ engineers and cross-functional delivery teams while driving operational excellence through ITIL service management frameworks. Experienced in customer relationship management, vendor contract management, program financial oversight, and service improvement initiatives supporting business-critical IT services.
Overview
21
21
years of professional experience
3
3
Certifications
Work History
Program Manager – Service Management
Impact Infotech Pvt. Ltd.
Client- DHL Express India Pvt. Ltd.
01.2025 - Current
- Responsible for managing and stabilizing enterprise IT infrastructure and service delivery operations across India supporting business-critical logistics operations.
- Client: DHL Express India Pvt. Ltd.
- Key Responsibilities:
- Lead 24x7 PAN-India IT operations including service desk, EUC, network and security support
- Govern service delivery performance ensuring SLA, KPI and CSAT commitments are consistently met
- Manage major incident response and coordinate cross-tower technical teams during service outages
- Drive service improvement initiatives to enhance operational efficiency
- Reduced major incidents by 25% through proactive monitoring and capacity planning
- Govern security and endpoint operations including PAM, DLP, BitLocker, SCCM, Zscaler and Cortex platform
- Manage vendor contracts, delivery performance reviews and partner governance frameworks
- Ensure IT asset lifecycle governance including procurement, inventory and compliance controls
- Drive workforce planning, recruitment and capability development across service delivery teams
- Conduct regular service reviews with senior stakeholders and ensure SLA adherence
- Oversee IT governance, policy creation, SOPs, patching, asset lifecycle, and license compliance
- Managed cross-functional teams for successful project completion within deadlines.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Key Achievements:
- Improved Network SLA MTTR from 86% to 99.5% through operational improvements
- Delivered 99% SLA compliance across enterprise IT services
- Reduced critical security vulnerabilities by 70% through remediation programs
- Decreased major incidents by 25% through proactive monitoring and capacity planning
- Reduced P1/P2 incidents by ~30% through proactive monitoring, RCA, and Service Improvement Plans (SIP)
AGM – IT Projects & Service Delivery
IDC Technologies India Solutions Pvt. Ltd.
07.2017 - 11.2024
- Directed large-scale enterprises managed services and facility management environments.
- Program Scope:
- Headed large-scale enterprises managed service delivery program supporting IT Infrastructure
- Managed 100+ resources delivering 24x7 multi-location operations across India.
- Owned end-to-end delivery governance including SLA/SOW management, escalation handling, and service quality assurance
- Lead service escalation management and risk mitigation
- Governed vendor ecosystem and contract performance
- Led monthly and quarterly business reviews (MBR/QBR) with clients and partners.
- Manpower rationalization, vendor consolidation, and process efficiency initiatives.
- Drove audit compliance, risk mitigation, and service improvement programs across accounts.
- Enabled Service Camp to Improve CAST
- Owned SLA/SOW governance and delivery assurance
- Managed project financials including budgeting, cost tracking, and delivery margin governance
- Led program governance cadence including steering reviews, action tracking, and execution oversight across teams
- Delivered and sustained multiple concurrent IT infrastructure programs and managed services engagements
- Standardized service delivery process across multiple account
- Reduced operational escalation through governance framework
- Provided executive progress visibility to leadership and clients through structured reporting and reviews
- Implemented ITIL and governance best practices ensuring audit compliance and closure of action itemsManaged cross-functional teams for successful project completion within deadlines.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Key Achievements:
- Achieved 12–18% operational cost optimization through vendor consolidation
- Improved SLA adherence across multiple accounts through governance frameworks
- Successfully delivered multiple IT infrastructure transformation initiatives
Program Lead – Key Account Service Delivery & Operations
Wipro Ltd.
02.2011 - 07.2017
- Led enterprise EUC service delivery programs for clients ESIC, Mahindra & Mahindra, Bajaj Allianz, Bosch, Accelya Kale, and Tata Yazaki.
- Acted as single point of escalation for major incidents, delivery risks, and SLA breaches.
- Led and developed 100+ team members, overseeing performance management, training, and capacity planning.
- Implemented ITIL best practices resulting in improved SLA adherence and service stability.
- Delivered cost efficiencies through optimized resource utilization and vendor management.
- Governed major incident and problem records, driving root-cause elimination and downtime reduction
- Developed and maintained technical, process, and training documentation aligned to security and operational standards
- Led daily, weekly, and monthly service governance cadence and executive reporting
- Contributed 17% margin improvement through estimation discipline, rework reduction, and governance driven efficiency initiatives.
- Governed third-party vendors and OEM partners for warranty and AMC service delivery
- Improved SLA adherence across multiple managed service accounts
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations, and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed time efficiently in order to complete all tasks within deadlines.
Partner Account Manager
HP India Sales Pvt. Ltd.
11.2007 - 02.2011
- Managed HP service partners across Maharashtra and Chhattisgarh delivering enterprise hardware support services
- Drove SLA compliance, escalation management, partner audits, and customer satisfaction improvement.
- Improved partner SLA performance by ~20% through capability development and governance reviews.
- Reduced repeat customer escalations by ~25% through structured corrective actions.
- Conducted performance analytics PMMS (Performance Measurement and Metric Score-card), PPMC (Part per machine consumption) and improvement plans.
- Key client Management-Single Point of contact for escalation, Monthly review, Open & closed case analysis to fill the gap & improve TCE, Maintain SLA management, Service Camp, Power Audit, Partner mapping etc.
- Partner Development- Partner Review & Audit, WIP Control, Partner performance measurement on BFT parameter, Process adherence & accounts download & client mapping to top 5 partners depends on business target achievement.
- Empowered partners to achieve their growth potential by providing coaching, resources, and ongoing support tailored to their specific needs.
- Built solid relationships with key decision-makers within partner organizations driving trust-based collaborations that benefited both parties.
- Supported cross-functional initiatives involving partners such as product launches or marketing campaigns seamlessly integrating their contributions into overall efforts.
- Developed joint business plans with partners, resulting in increased revenue and market share.
- Conducted quarterly business reviews with partners, assessing performance and aligning on future strategies.
- Provided product training for partner sales teams, ensuring they were well-equipped to sell our offerings effectively.
- Strengthened partner relationships by maintaining regular communication and addressing concerns proactively.
- Established performance metrics for partnerships, regularly monitoring progress and making adjustments as needed.
- Onboarded new partners efficiently, providing them with necessary resources and support to succeed in their respective markets.
- Served as a liaison between internal teams and channel partners, fostering a seamless working relationship.
- Collaborated closely with partners to identify new business opportunities, expanding the customer base.
Product Specialist
HCL Infosystems Ltd.
05.2005 - 11.2007
- Managed service center operations, customer escalations, and partner coordination.
- Led service quality improvement initiatives and SLA governance.
- Supported pre-sales and AMC business development activities.
- Supported pre-sales engagements
- Develop and deliver training programs for Engineers & Partners education on best practice, new technologies, product support, policy & process
- Key client monthly review, Open & closed case analysis, SLA management, Service Camp.
- Daily Open calls and critical cases review with team and ensure exceptional customer service & satisfaction
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Optimized inventory management, ensuring timely availability of products for customers.
- Reviewed and analyzed customer feedback, incorporating valuable suggestions into future product iterations.
- Conducted training sessions for sales and customer service teams, enhancing product knowledge and messaging.
- Implemented quality control measures for product enhancements, ensuring high standards and customer satisfaction.
- Developed comprehensive product training materials, significantly improving team knowledge and customer support quality.
Education
MBA - Project Management
Ulyanovsk State University, Russia
04-2014
Bachelor of Engineering - Electronics & Telecommunication
Advanced Institute of Engineering & Management
Mumbai08-2010
Diploma - Electronics & Communication Engineering
Ramakrishna Polytechnic
Srinivaspur, Kolar, Karnataka11-2004
Skills
Enterprises IT Service Delivery Leadership
Managed Services Governance
Program & Portfolio Management
IT Operations Transformation
Multi-Vendor Ecosystem Governance
SLA / KPI / CSAT Management
Major Incident & Crisis Management
IT Infrastructure & End User Computing Operations
Service Desk & NOC Governance
Operational Excellence & Cost Optimization
Executive Stakeholder Engagement
Service Delivery & Operations
IT Service Delivery & Operations Management
Service Desk Operations
End User Computing (EUC) Services
Certification
PMP – Project Management Professional (Valid till Oct 2026)
Tools & Platforms
- ServiceNow
- ITSM Platforms
- SCCM
- MDM Platforms
- Endpoint Security Platforms
- ITIL Service Management Tools
- Operational Reporting & KPI Dashboards
Timeline
Program Manager – Service Management
Impact Infotech Pvt. Ltd.
01.2025 - Current
AGM – IT Projects & Service Delivery
IDC Technologies India Solutions Pvt. Ltd.
07.2017 - 11.2024
Program Lead – Key Account Service Delivery & Operations
Wipro Ltd.
02.2011 - 07.2017
Partner Account Manager
HP India Sales Pvt. Ltd.
11.2007 - 02.2011
Product Specialist
HCL Infosystems Ltd.
05.2005 - 11.2007
MBA - Project Management
Ulyanovsk State University, Russia
Bachelor of Engineering - Electronics & Telecommunication
Advanced Institute of Engineering & Management
Diploma - Electronics & Communication Engineering
Ramakrishna Polytechnic