FRANCIS D'COSTA
Mumbai
Summary
Senior IT Service Manager with 20+ years of experience leading enterprise-scale IT service delivery for global MNCs and OEMs across India and SAARC regions. Strong expertise in ITIL-aligned service operations, SLA/KPI governance, escalation management, vendor & partner management, and nationwide field service networks. Proven record of stabilizing complex service operations, reducing aging backlogs, improving customer satisfaction, and ensuring compliance in high-pressure environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Manager
SECURE CONNECTION PVT. LTD.
07.2016 - Current
- Lead Pan-India IT service operations for hardware and connected devices in an enterprise/ MNC service environment.
- Own end-to-end service delivery, including incident management, escalations, SLA adherence, and customer communication.
- Govern third-party service partners and field engineers, ensuring contractual compliance and service quality.
- Drive resolution of aging and high-impact escalations, including management-level and customer escalations.
- Coordinate logistics, spares, and inventory planning to enable timely service closures.
- Deliver technical, product, and process training for partners and internal teams.
- Provide structured RCA, service analytics, and improvement inputs to leadership and product teams.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
IT Manager
CREATIVE INDIA & DISTRIBUTION PVT. LTD.
02.2015 - 06.2016
- Oversaw IT hardware service operations and supervised service engineers.
- Controlled spare inventory and coordinated imports to meet SLA commitments.
- Handled escalations and ensured timely closure of customer issues.
- Managed support operations for multiple IT hardware brands.
- Customized and repaired technology based on staff requests.
- Built, repaired and installed computer-related hardware based on deployment procedures.
Service Manager
BELKIN INDIA PVT. LTD.
10.2009 - 10.2013
- Headed enterprise service delivery across India and SAARC countries for a global MNC brand.
- Managed a service ecosystem of 100+ authorized service centers and outsourced partners.
- Ensured adherence to SLAs, KPIs, and compliance standards.
- Led incident, problem, and escalation management for critical customer issues.
- Oversaw nationwide logistics, spares planning, and supply chain operations.
- Implemented remote support and multilingual service models to expand service reach.
- Supported pre- and post-launch product service readiness.
National Service Manager
MICROSOFT – HARDWARE DIVISION
12.2005 - 10.2009
- Led national IT service delivery operations for Microsoft Hardware across India.
- Managed teams and service partners ensuring SLA-driven performance.
- Established service centers in remote and strategic locations.
- Owned escalation governance, customer satisfaction, and service quality metrics.
Education
Diploma - Computer Hardware (D.H.E)
Microsoft Certified Professional (MCP)
H.S.C - S.S.C
03.1993
Skills
- Incident, problem, and change management
- Hardware support operations
- Windows Server management
- Networking: TCP/IP, LAN/WAN
- Service Reporting & Performance Dashboards
- Inventory & Logistics Systems
- Positive attitude
- Problem-solving
Certification
- Diploma in Computer Hardware (D.H.E)
- Microsoft Certified Professional (MCP)
- H.S.C (1995) | S.S.C (1993)
Languages
English
Hindi
Marathi
Konkani
Awards
Outstanding Results Award (2006), Employee of the Month (2007), Star of the Quarter (2009)
EARLY CAREER (SUMMARY)
- Alphabetic Computer Services Pvt. Ltd. – Area Service Monitor
- Venktron Digital Systems Pvt. Ltd. – Senior Networking Engineer
- Shree Infotech – Field Engineer
KEY QUANTIFIED ACHIEVEMENTS (CAREER HIGHLIGHTS)
- Reduced aging service backlog by ~35–40% across multiple regions through tighter SLA tracking and escalation governance.
- Improved SLA adherence to 95%+ by restructuring service partner accountability and monitoring KPIs.
- Successfully managed and stabilized 100+ service centers and third-party partners across India & SAARC.
- Reduced repeat complaints by ~30% through RCA-driven corrective actions and technician training.
- Improved customer satisfaction scores (CSAT) by ~20% through proactive communication and faster resolution timelines.
- Established and operationalized service coverage for remote and low-reach locations, improving turnaround time by ~25%.
Timeline
Service Manager
SECURE CONNECTION PVT. LTD.
07.2016 - Current
IT Manager
CREATIVE INDIA & DISTRIBUTION PVT. LTD.
02.2015 - 06.2016
Service Manager
BELKIN INDIA PVT. LTD.
10.2009 - 10.2013
National Service Manager
MICROSOFT – HARDWARE DIVISION
12.2005 - 10.2009