HARSHDEEP SINGH
Mohali
Summary
Dynamic IT Operations & Service Delivery Leader at AVASO Technology Solutions, adept at driving cost optimization and achieving 98%+ SLA compliance. Proven expertise in incident management and team leadership, fostering a culture of continuous improvement and client satisfaction. Skilled in vendor coordination and process optimization, delivering measurable results in service delivery excellence.
Overview
8
8
years of professional experience
2
2
Certification
Work History
IT Operations & Service Delivery Leader
AVASO Technology Solutions
Mohali
05.2019 - Current
- Oversee end-to-end IT service delivery operations, ensuring alignment with organizational goals, managing a team of L1/L2 engineers across End-User Computing, network, server, and Wi-Fi support.
- Apply ITIL best practices in incident, problem, and change management to ensure service continuity.
- Drive cost optimization initiatives by streamlining workflows, renegotiating vendor contracts, achieving measurable savings without compromising service quality.
- Assisted in financial tracking and cost optimization through improved resource utilization and vendor management.
- Conducted weekly and monthly service reviews with stakeholders ensuring SLA compliance and risk mitigation.
- Provide quality service delivery, maintaining 98%+ SLA compliance through continuous monitoring, timely escalations, and proactive issue resolution.
- Demonstrated strong leadership by mentoring and motivating team members, conducting performance reviews, and implementing skills development plans.
- Conduct quality audits and implement corrective measures to enhance operational efficiency and client satisfaction.
- Practicing PMP methodologies for project delivery and operational excellence.
- Applying PMP best practices in managing timelines, scope, and stakeholder communication.
- Implemented change management strategies to ensure smooth adoption of new processes across delivery and operations.
- Led process improvement initiatives reducing operational inefficiencies and enhancing service delivery.
- Conducted review meetings with cross-functional teams to analyze root causes and triggers of Incidents requests and implemented preventive measures to avoid future occurrences.
- Organized and facilitated knowledge transfer and training programs across teams to drive best practices and reduce Major Incident occurrences.
- Collaborate with global field service teams, vendors, and key stakeholders to ensure seamless coordination for critical service requests.
- Maintain accurate documentation including operational processes, incident reports, quality review findings, and performance dashboards.
Career Counsellor cum Admission Executive
Chandigarh Education Society
Mohali
03.2018 - 04.2019
- Guided students and parents on suitable courses based on career goals, improving admissions by their maximum percentage.
- Managed the end-to-end admission process, from enquiries to enrolment confirmation.
- Conducted seminars, education fairs, and outreach sessions, generating a 20% rise in qualified leads.
- Maintained CRM records and prepared reports for management review.
Content Writer
Education Culture Pvt. Ltd.
Ludhiana
03.2017 - 08.2017
- Produced SEO-driven articles, blogs, and marketing copy, boosting engagement and visibility.
- Researched industry trends and competitors to produce fresh, relevant content.
- Developed persuasive copy for marketing campaigns, emailers, and product descriptions.
Education
Bachelor of Technology - Computer Science and Engineering
Chandigarh Group of Colleges
Jhanjeri, Mohali08.2017
Skills
- IT Operations Management
- Incident Management
- Problem Management
- Change Management
- SLA Monitoring
- KPI Monitoring
- Process Optimization
- Cost Control
- Vendor Coordination
- Stakeholder Coordination
- Global Field Service Coordination
- Team Leadership
- Escalation Handling
- Decision-Making under Pressure
- Documentation and Reporting
- Client Communication
- Relationship Management
- ServiceNow
- ITSM Tools
- MS Excel
- SLA dashboards
Certification
- ITIL Foundation
- Lean Six Sigma - Yellow Belt
- Lean Six Sigma - Green Belt
Accomplishments
- Global IT Service Delivery Optimization - Reduced average resolution time by 20% through process redesign.
- Vendor Contract Negotiation - Achieved significant annual savings without SLA compromise.
- Field Service Coordination - Oversaw 1000+ service requests/month globally with 98%+ SLA compliance.
- Zonal Winner of India's Biggest Networking Championship (IBNC) in 2014.
- Attended seminar on Birth and Death of stars by Sir Walter Lewin, Professor of MIT, USA at Punjab University in 2014.
- Won 'Extra Mile Awards' and 'Value Champion Award' in AVASO Technology Solutions in the year 2022 and 2024 respectively.
Languages
- English, Professional Proficiency (Fluent in verbal & written communication)
- Hindi, Native Proficiency
- Punjabi, Native Proficiency
Global Exposure
Worked with clients across EMEA, APAC & Americas and coordinated multi-country IT service rollouts. Managed remote teams across multiple time zones.
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Punjabi
Proficient (C2)
C2
Timeline
IT Operations & Service Delivery Leader
AVASO Technology Solutions
05.2019 - Current
Career Counsellor cum Admission Executive
Chandigarh Education Society
03.2018 - 04.2019
Content Writer
Education Culture Pvt. Ltd.
03.2017 - 08.2017
Bachelor of Technology - Computer Science and Engineering
Chandigarh Group of Colleges