Gulab Hawaldar
Service Delivery Manager
Mumbai
Summary
Pragmatic IT Delivery Management professional with a well-earned reputation for strong work ethic, approachability and consistent commitment to team leadership and innovation. Successfully delivers IT services to the large complex infrastructure and solutions through expert leadership of cross-functional on-shore and off-shore support organizations. Proactively drives service level management to meet or exceed quality of service commitments.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Service Delivery Manager
IBM INDIA PVT. LTD / Kyndryl Solutions Pvt. LTD.
Mumbai
03.2015 - Current
- Accountable for Helpdesk, Server administration, Asset Management & Vendor Management.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Managed third-party contracts to drive delivery of required services.
- Cultivated effective and positive working relationships with clients through ongoing support.
- Supervised operations of customer service desk staffed by 20 team members.
- Ensuring all IT infrastructures are as per group policies to avoid any audit issues.
- Managing & implementing small & medium business required projects (Infrastructure).
IT Manager
WPP - Hill + Knowlton Stragegies
Mumbai
09.2006 - 02.2015
- Created and terminated user's accounts from start to finish in business applications.
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Oversaw IT department operations and training.
- Interacted and negotiated with vendors, outsources and contractors to secure products and services.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Built, repaired and installed computer-related hardware based on deployment procedures.
Education
Bachelor of Commerce - Computer System & Applications
Mumbai University
Mumbai, India 06.2001 - 03.2003
Post - Graduate Diploma in E-Business -
Welingkar Education
Mumbai 03.2014 - 04.2015
Skills
Infrastructure Management
IT Service Delivery Management
Vendor Management
System Administration
Certification
Microsoft Certified Professional
Timeline
Microsoft Certified Azure Fundamentals
04-2022
Service Delivery Manager
IBM INDIA PVT. LTD / Kyndryl Solutions Pvt. LTD.
03.2015 - Current
Post - Graduate Diploma in E-Business -
Welingkar Education
03.2014 - 04.2015
Microsoft Certified Professional
01-2008
IT Manager
WPP - Hill + Knowlton Stragegies
09.2006 - 02.2015
Bachelor of Commerce - Computer System & Applications
Mumbai University
06.2001 - 03.2003