Hi, I’m
Jagjit Singh Dhillon
Portfolio Manager
Noida
Summary
Dynamic IT Service & Project Management Leader with 18+ years of experience in IT infrastructure management, project delivery, and service excellence. Proven expertise in data center transitions, automation, compliance (GDPR, ISO 27001, NIST), and stakeholder management. Adept at leading large cross-functional teams, implementing process improvements, and driving cost savings through automation and digital transformation. Certified in Prince2, ITIL, Agile, and SCRUM with a strong track record of training, mentoring, and change management.
Overview
19
years of professional experience
6
Certifications
Work History
Infosys Limited
Lead Consultant
10.2022 - Current
Job overview
- Spearheaded the deployment of DeX Tool (Nanoheal), managing 250,000+ endpoints and ensuring seamless integration and operational stability.
- Collaborated with client teams to deliver compliance initiatives (Data@Cloud, GDPR, Worker Council), aligning IT solutions with regulatory standards.
- Conducted system performance evaluations, proactively identifying bottlenecks and recommending optimization strategies to enhance end-user experience.
- Led automation initiatives that significantly reduced manual interventions and lowered Service Desk ticket volumes.
- Directed global implementation of Blancco Wiping Tool, configuring ISO/MSI packages and securely wiping 50,000+ devices.
- Streamlined pre- and post-wiping compliance processes with disposal teams, ensuring audit readiness and data security.
- Enhanced asset lifecycle management by integrating Blancco into device decommissioning workflows with tamper-proof reporting.
IBM India Pvt Ltd (Kyndryl)
Project Manager
10.2013 - 10.2022
Job overview
- Managed multi-project programs aligned with strategic business objectives, delivering outcomes on time, scope, and budget.
- Built credibility and trust with stakeholders, maintaining transparent communication and alignment with client goals.
- Defined project scopes, allocated project managers, and ensured coordination across complex portfolios.
- Published weekly KPI trackers, dashboards, and claim reports to monitor progress, risks, and opportunities.
- Oversaw data center infrastructure projects: hardware procurement, VMware builds, AD migration, AIX migration, server decommissioning, and network service deployments.
- Directed the implementation of M&EaaS in new data centers, managing testing and BAU integration.
- Ensured project quality through audits, 5 Whys RCA, and health checks, closing gaps with structured action plans.
- Partnered with vendors, conducting performance reviews, tracking revenue, and ensuring resourcing for smooth project delivery.
- Oversaw change management and ensured compliance with global standards across all projects.
IBM India Pvt Ltd
Business Process Analyst
07.2011 - 10.2013
Job overview
- Worked with SMEs, managers, and QA teams across multiple IBM accounts, independently delivering process improvement projects.
- Trained 600+ IBM employees through 100+ hours of Global Delivery Framework (GDF) training.
- Conducted deep-dive analyses using Pivot, Pareto, and Drishti (IBM tool), optimizing headcount requirements and productivity.
- Designed and implemented VSMs, identifying inefficiencies and recommending improvements to boost service quality.
- Led GDF Wave 2012 rollout in Noida Delivery Center, ensuring adoption and compliance.
- Mentored associates and quality analysts, enhancing delivery standards and audit readiness.
- Coordinated weekly dispatch metrics and drove transformation of service models into standard IBM service lines.
Cleave Global e-Services
Assistant Team Leader
06.2006 - 04.2011
Job overview
- Supervised a large support team, ensuring SLA adherence, daily productivity, and client satisfaction.
- Managed ticket queues, reporting dashboards, and performance analytics to monitor service levels.
- Identified process gaps, designed best practices, and implemented continuous improvements.
- Acted as the primary client liaison, resolving escalations and maintaining strong relationships.
- Collaborated with the Business Excellence Team to deliver quality records, performance dashboards, and customer feedback reviews.
- Developed diagnostic frameworks and improvement proposals to enhance overall service quality.
Education
Sikkim Manipal University
B.Sc. from Information Technology
Delhi Public School Noida
Secondary & Senior Secondary
Skills
IT Infrastructure & Cloud Management
Certification
Prince2 Practitioner & Foundation
Accomplishments
- 250,000+ endpoints deployed – Led DeX Tool rollout, ensuring seamless integration and stability across global accounts.
- 50,000+ devices securely wiped – Implemented Blancco Wiping Tool worldwide, strengthening GDPR & ISO compliance.
- Operational Savings – Reduced Service Desk ticket volumes through automation, lowering costs and improving efficiency.
- Process Optimization – Streamlined compliance workflows, enhancing audit readiness and minimizing risks.
- Leadership Impact – Trained 600+ employees on IBM’s Global Delivery Framework, driving culture change and process maturity.
- Recognition – Certified trainer across multiple GDF components and consistently trusted with global initiatives.
Extra Curriculars
National & Delhi State Swimming Champion Passionate Traveler
Additional Information
- Tools & Platforms: Nanoheal, Nexthink, Blancco, Power BI, Slack, Box, Trello, Microsoft Project, Microsoft Office, ServiceNow, Maximo
- Domains: Digital Employee Experience (DEX), Portfolio Management, Data Center Infrastructure & Transition
Timeline
Lead Consultant
Infosys Limited
10.2022 - Current
Project Manager
IBM India Pvt Ltd (Kyndryl)
10.2013 - 10.2022
Business Process Analyst
IBM India Pvt Ltd
07.2011 - 10.2013
Assistant Team Leader
Cleave Global e-Services
06.2006 - 04.2011
Delhi Public School Noida
Secondary & Senior Secondary
Sikkim Manipal University
B.Sc. from Information Technology
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