- English
- Kannada
- Hindi
GURUDEV DEVIKOPPA
Bangalore
Summary
Strategic IT leader with over 20 years of experience in global IT operations, workplace technology, and service delivery. Achieved procurement savings and reduced repair costs through effective vendor negotiation and lifecycle optimisation. Led IT and asset teams, collaborated with stakeholders on budgeting and cost optimisation, and enhanced employee experience through ITIL-aligned processes and automation.
Overview
1
1
Language
1
1
Certification
22
22
years of professional experience
Work History
Sr Manager – Workplace Technology & Service Delivery
AB InBev (Powerbridge)
11.2024 - 07.2026
- Lead and mentor onsite IT support and asset management teams serving 1,600+ employees across three office floors, with a focus on service quality, escalation management and employee experience.
- Governed L1/L2 support operations, including incidents, service requests and escalations; monitored backlogs and SLA/OLA performance to enhance customer satisfaction.
- Strengthen ITIL-aligned IT service management practices, joiner and leaver processes, shift planning and service continuity; introduce chatbot-based support and workflow automation to reduce manual work.
- Lead workplace technology and hardware asset initiatives across technical evaluation, procurement, deployment, tracking, refresh and user handover.
- Negotiate new-device procurement terms with vendors, delivering 30% savings against total purchase value, and renegotiate repair charges to reduce costs by 50%.
- Drive e-waste management initiatives that generated ?72 lakh in revenue through asset lifecycle planning and commercial value recovery.
- Managed relationships with 36 vendors and OEM partners, ensuring commercial accountability, coordinating delivery, ensuring contract compliance and resolving issues effectively.
- Partnered with Finance, Procurement and other internal teams on budgeting, demand planning and vendor negotiations to support cost savings and scalable service processes.
- Support business-critical collaboration and AV environments, including three executive ManCom rooms, and provide leadership with regular reviews of service performance, risks, costs and improvement actions.
Senior Manager
Hewlett Packard
03.2022 - 11.2024
- Led technical transformation and service improvement initiatives that enhanced enterprise infrastructure alignment.
- Used executive dashboards, SLA performance reviews and quality assurance to identify service gaps and drive corrective actions.
- Mentored technical teams across support functions, fostering operational discipline and enhancing service delivery practices and collaboration.
- Collaborated with vendors and internal stakeholders to enhance service outcomes and strengthen governance.
IT Service Delivery Manager
NTT DATA
08.2019 - 03.2022
- Led IT service delivery for the Americas region, managing ITIL-aligned incident, request, problem and change processes.
- Delivered 30+ enterprise projects, including Office 365 migration and infrastructure upgrades, ensuring timely completion and alignment with business needs.
- Conducted client service reviews, enhanced SLA governance, and resolved vendor escalations to improve service quality.
- Reduced recurring incidents through root-cause analysis and corrective improvement initiatives.
- Guided budgeting, capacity planning and resource allocation to optimise service delivery according to demand.
L2 Support Engineer
Convergys / NetApp
01.2016 - 08.2019
Asst Manager
Minacs / Lenovo
04.2014 - 01.2016
Senior Technical Support Engineer
Dell Technologies
04.2010 - 02.2014
Team Lead
Maruthi Computers
06.2008 - 03.2010
Process Expert
TRX Technologies
12.2007 - 05.2008
Client Service Analyst
Siemens Information Processing Services
08.2004 - 11.2007
Education
Bachelor of Computer Applications (BCA) -
Dr. C.V. Raman University
Skills
- IT Operations & Service Delivery
- ITSM / ITIL
- Incident management
- SLA / OLA / CSAT
- ServiceNow
- L1/L2 Support
- Hardware Asset Lifecycle
- Vendor management
- Cost Optimisation
- Financial management
- Automation & Chatbots
- Desktop & Workplace Technologies
- Office 365
- Microsoft Teams / Teams Rooms
- Windows
- Active Directory
- Microsoft Excel
- Power BI (Basic)
- PowerPoint
- Team Mentoring
- Employee engagement
- Stakeholder engagement
- Service Scaling
- Onboarding processes
- Shift management
- Power BI (Basic)
- PowerPoint
Languages
Advanced
C1
Certification
- ITIL 4 Foundation
- PRINCE2 Agile
- NetApp Hardware Certification
- NIIT Certification
Accomplishments
- 30% savings on new-device procurement through commercial negotiations with vendors and OEM partners.
- 50% reduction in negotiated hardware repair costs.
- ?72 lakh in revenue generated through e-waste management initiatives.
- Supported 1,600+ employees across three office floors; governed 36 vendors and OEM partners.
- Delivered 30+ enterprise IT projects spanning workplace and infrastructure technologies.
Websites, Portfolios, Profiles
linkedin.com/in/gurudev-devikoppa-41b5949/
RECOGNITION & LANGUAGES
- Best Performer Award — NetApp (2017)
- Multiple Customer Appreciation Awards for Service Excellence
Timeline
Sr Manager – Workplace Technology & Service Delivery
AB InBev (Powerbridge)
11.2024 - 07.2026
Senior Manager
Hewlett Packard
03.2022 - 11.2024
IT Service Delivery Manager
NTT DATA
08.2019 - 03.2022
L2 Support Engineer
Convergys / NetApp
01.2016 - 08.2019
Asst Manager
Minacs / Lenovo
04.2014 - 01.2016
Senior Technical Support Engineer
Dell Technologies
04.2010 - 02.2014
Team Lead
Maruthi Computers
06.2008 - 03.2010
Process Expert
TRX Technologies
12.2007 - 05.2008
Client Service Analyst
Siemens Information Processing Services
08.2004 - 11.2007
Bachelor of Computer Applications (BCA) -
Dr. C.V. Raman University