HARSHA RAJU
Bengaluru
Summary
Experienced IT Service Delivery and Transition Manager with 18+ years of success leading global programs across infrastructure, operations, and client engagement. Skilled in managing end-to-end service transitions, embedding ITIL and PRINCE2 frameworks, and driving operational excellence across high-availability environments. Proven ability to align delivery with business goals, reduce downtime, and enhance client satisfaction through strategic planning, incident response, and consultative solutioning. Adept at building resilient teams, optimizing workflows, and fostering long-term stakeholder trust.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Transition Manager | Service Delivery Lead | Sales Contributor
Accenture Solutions Pvt Ltd.
Bengaluru
03.2018 - 12.2024
- Led full-cycle service transitions for global clients, managing everything from pre-engagement planning to post-go-live stabilization.
- Ensured seamless knowledge transfer, operational readiness, and SLA continuity during onboarding and ramp-up, while minimizing disruption and accelerating service maturity.
- Managed the Project Management Office (PMO) for transition programs, overseeing backend operations including governance documentation, milestone tracking, risk registers, reporting dashboards, and audit readiness.
- Acted as the central coordination point between delivery, finance, HR, and client-facing teams to ensure structured execution.
- Applied PRINCE2 governance frameworks to architect transition plans—defining roles, responsibilities, and escalation paths across geographies and business units.
- Proactively mitigated risks, maintained stakeholder alignment, and ensured delivery within scope, time, and budget.
- Implemented ITIL Service Management practices post-transition to embed operational excellence.
- Streamlined incident, change, and problem workflows, introduced runbooks and SOPs, and improved MTTR and service stability resulting in higher CSAT scores and reduced escalations.
- Collaborated with the sales team during pre-sales and solutioning phases, contributing delivery insights, transition strategies, and operational feasibility assessments.
- Played a key role in shaping proposals that aligned with client expectations and delivery capabilities, strengthening win rates and client confidence.
- Facilitated client workshops, service reviews, and governance meetings, translating operational metrics into strategic business insights.
- Built long-term trust with CXOs and global stakeholders by demonstrating delivery maturity, transparency, and proactive risk mitigation.
- Drove account expansion and client retention, contributing to a 20% increase in project pipeline through consultative engagement, delivery excellence, and strategic relationship management.
- Secured multi-year contracts by showcasing consistent value, adaptability, and business impact.
NOC Team Lead (Incident Management | IT Infrastructure & Service Operations)
Bristlecone
Bengaluru
08.2015 - 03.2020
- Directed full-spectrum incident management across global IT infrastructure, ensuring rapid detection, classification, escalation, and resolution of faults in alignment with ITIL protocols.
- Proactively monitored incident queues and drove service continuity across high-availability environments supporting critical business functions.
- Led major incident response operations, initiating bridge calls and coordinating with cross-functional teams including platform, network, and application support.
- Maintained real-time communication with stakeholders, minimized business impact, and ensured post-resolution documentation and RCA adherence.
- Collaborated with Problem and Change Management to identify systemic issues, implement preventive actions, and stabilize recurring fault patterns.
- Played a key role in change advisory boards (CAB), ensuring incident learnings translated into actionable change requests and long-term service improvements.
- Optimized alert handling and response workflows by refining automated dispatch mechanisms and integrating intelligent triage protocols.
- Reduced average response time and improved first-time resolution rates, contributing to measurable reductions in downtime and SLA breaches.
- Established and led the Application Gateway Center, a strategic initiative that consolidated repetitive Level 1 tasks across diverse product lines into a centralized team.
- This move streamlined operations, eliminated redundancy, and delivered significant cost savings while enhancing task ownership and cross-product visibility.
- Managed 24/7 NOC operations, including shift planning, workload balancing, and resource optimization.
- Mentored a team of 15 engineers, conducted performance reviews, and implemented career development frameworks that promoted internal mobility and skill enhancement.
- Oversaw talent acquisition and onboarding, defining technical and behavioral competencies for NOC roles.
- Designed structured interview frameworks combining scenario-based assessments and domain-specific evaluations, resulting in stronger team resilience and reduced attrition.
- Handled executive-level communications for downtime, maintenance, and incident updates, ensuring transparency and trust with SAP leadership and business units.
- Applied PRINCE2 governance to transition monitoring tools and services, authored SOPs and escalation matrices, and ensured audit-readiness across all operational protocols.
Service Desk Lead (Access Administration & Service Desk Operations)
J.P. Morgan & Co.
Bengaluru
08.2008 - 08.2015
- Delivered a comprehensive portfolio of IT, software, and technology services aligned with client needs, ensuring seamless deployment of advanced solutions with a personalized, ethical, and client-centric approach.
- Championed service excellence across access governance and operational support.
- Owned end-to-end Metrics G Reporting for Access Administration, automating daily, weekly, and monthly SLA dashboards using SharePoint and SQL.
- Enabled data-driven decision-making and performance transparency across teams.
- Acted as SPOC for reporting across multiple LOBs.
- Led service catalog development and A2A mapping, creating a structured inventory of services offered by the GIAM Application Team.
- Enabled utilization tracking, operational clarity, and strategic alignment with enterprise-wide access management goals.
- Managed onboarding of new applications into GIAM, facilitating smooth transitions from other LOBs.
- Ensured compliance with access protocols, reduced onboarding time, and enhanced cross-team collaboration through structured workflows and documentation.
- Directed team operations and workforce planning, including induction, training, shift scheduling, and performance reviews.
- Fostered a culture of accountability and growth by delegating responsibilities, mentoring junior staff, and resolving internal conflicts with empathy and fairness.
- Led incident management and request fulfillment, acting as a senior escalation point for high-impact or complex issues.
- Coordinated with resolver teams to ensure timely resolution, maintained SLA adherence, and built strong client relationships across business units.
- Enabled service desk readiness and process improvement, briefing analysts on upcoming changes, conducting training sessions, and driving awareness campaigns.
- Supported first-line response during peak volumes to improve FCR and reduce ticket backlog.
- Spearheaded strategic initiatives, including:
- Transitioned high-volume tasks such as password resets and status calls to Mphasis, reducing operational load and improving cost efficiency.
- Driving ticket reduction by implementing self-service solutions for common issues like Outlook access and password resets.
Technical Support Specialist – British SKY Broadcasting
Firstsource
Bengaluru
09.2006 - 09.2007
- Delivered remote technical assistance to residential customers, resolving issues related to digital set-top boxes, signal reception, and device configuration.
- Ensured swift troubleshooting and high first-call resolution, contributing to improved customer satisfaction scores.
- Acted as a floor support mentor for newly hired agents, guiding them through live call handling, process adherence, and customer interaction best practices.
- Accelerated onboarding and boosted team confidence during early ramp-up phases.
- Collaborated with backend engineering and escalation teams, identifying recurring technical faults and contributing to root cause analysis.
- Helped refine troubleshooting scripts and reduce repeat incidents through proactive feedback loops.
- Maintained detailed logs and case documentation, ensuring compliance with service protocols and enabling seamless handovers across shifts.
- Supported quality audits and contributed to continuous improvement initiatives within the support center.
Education
Graduate Diploma - Business Administration
National Institute of Management
Bengaluru08-2006
Diploma - Human Resources Management
National Institute of Management
Bengaluru08-2003
Skills
- Service transition management
- ITIL service management
- PRINCE2 governance
- Risk mitigation
- Project management
- Stakeholder engagement
- Change management
- Operational excellence
- Communication skills
- Organizational skills
- IT operations
Certification
- PRINCE 2 – FOUNDATION AND PRACTITIONER, Axelos
- ITIL Intermediate – Service Operations, Axelos
- ITIL Foundation, APMG
- COBIT-5 FOUNDATION, APMG
Timeline
Transition Manager | Service Delivery Lead | Sales Contributor
Accenture Solutions Pvt Ltd.
03.2018 - 12.2024
NOC Team Lead (Incident Management | IT Infrastructure & Service Operations)
Bristlecone
08.2015 - 03.2020
Service Desk Lead (Access Administration & Service Desk Operations)
J.P. Morgan & Co.
08.2008 - 08.2015
Technical Support Specialist – British SKY Broadcasting
Firstsource
09.2006 - 09.2007
Graduate Diploma - Business Administration
National Institute of Management
Diploma - Human Resources Management
National Institute of Management
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