Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Jobin James

Hyderabad

Summary

Customer Success and Service Delivery Leader with 15+ years of experience in ITIL-based service management, customer relationship development, and strategic account ownership across global geographies (APAC, JAPA, Americas). Proven expertise in managing escalations, enabling customer adoption, and driving continuous improvement programs that maximize service availability and customer satisfaction. Skilled in onboarding hybrid cloud/on-prem customers, preparing executive QBR/EBR reports, and guiding cross-functional teams to align with business outcomes. Recognized as a trusted advisor with strong communication, problem-solving, and leadership skills.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Service Delivery Manager (Lead SDM – JAPA Region)

Kyndryl
Hyderabad
03.2014 - Current
  • Acted as the primary escalation contact for technology incidents, problems, and changes across APAC & Americas, ensuring rapid resolution and customer satisfaction.
  • Led and coached SDMs across the JAPA region, implementing ITIL practices and customer success frameworks to align with business outcomes.
  • Developed and executed Service Level and Stability Improvement programs, improving system reliability and customer trust.
  • Conducted Root Cause Analysis (RCA) on major incidents, ensuring long-term resolution and preventing recurrence.
  • Partnered with business stakeholders to implement corrective actions on “business-owned” incidents, strengthening customer relationships.
  • Leveraged data visualization (Power BI) to create dashboards offering a 360° customer health view for executives.
  • Prepared QBR/EBR reporting packs for senior stakeholders, highlighting risks, adoption progress, and success milestones.
  • Championed continuous improvement and process adoption, aligning with organizational best practices for customer success.
  • Drove success plan execution and framework adoption across portfolios, ensuring measurable customer outcomes.
  • Coordinated cross-functional communication with account management, engineering, and support to guide customers through their journey.
  • Owned customer profiles and managed data from multiple systems, providing a single source of truth for account health.
  • Built rapport and trusted advisor relationships with executive sponsors, becoming the customer’s voice within the organization.
  • Tracked overages, forecasted risks, and implemented new processes to improve efficiency and service delivery.
  • Contributed to BU-level initiatives, influencing functional and business objectives with customer success insights.

Technical Support Specialist

Dell
Hyderabad
11.2012 - 02.2014
  • Provided high-level technical support for escalated issues, enhancing end-user satisfaction and trust.
  • Collaborated with vendors to resolve complex hardware/software issues within agreed SLAs.
  • Delivered configuration and troubleshooting support for Microsoft Outlook, operating systems, and backup processes.
  • Provided troubleshooting services for Dell computers and laptops, and ensured that the service was executed within the standard timeframe.
  • Experience in installing Windows configuration, technical troubleshooting, support for computer hardware, operating systems, and Microsoft application software.

System Administrator

It by Design
Hyderabad
06.2009 - 10.2012
  • Managed enterprise backup and recovery processes for local and remote sites, ensuring data integrity and compliance with business policies.
  • Created regular reporting frameworks (daily, weekly, monthly) for backup performance and system health.
  • Partnered with business units to guarantee alignment of IT processes with operational needs.
  • Work with software and hardware vendors to troubleshoot and solve backup issues.
  • Responsible for keeping documentation of the backup infrastructure up to date, and maintaining an accurate hardware and software inventory related to backup. ensure submission of daily, weekly, and monthly reports to the management on the backup status.s.
  • Mentored new hires in Network Operations Center (NOC) functions and system administration tasks.

Education

PG Diploma in Data Science -

Great Learning
08.2025

Bachelor of Computer Applications (BCA) -

Punjab Technical University
01.2010

Skills

  • Customer Success Leadership
  • Success Planning
  • Escalation Management
  • Cloud onboarding
  • Hybrid Onboarding
  • Adoption Enablement
  • Strategic Account Management
  • Trusted Advisor Engagement
  • Cross-functional Team Leadership
  • Matrix Leadership
  • Offshore Leadership
  • QBR Preparation
  • EBR Preparation
  • Executive Communication
  • Data Analytics
  • Dashboarding
  • Power BI
  • Service Insights
  • Cloud/Hybrid onboarding and adoption enablement
  • Service stability programs
  • Incident/Problem/Change Management
  • Business Continuity
  • Risk Forecasting

Certification

  • ITIL V4 Foundation (Certified)
  • Agile Certified
  • PMP / CSM (in progress)

Timeline

Service Delivery Manager (Lead SDM – JAPA Region)

Kyndryl
03.2014 - Current

Technical Support Specialist

Dell
11.2012 - 02.2014

System Administrator

It by Design
06.2009 - 10.2012

PG Diploma in Data Science -

Great Learning

Bachelor of Computer Applications (BCA) -

Punjab Technical University

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Jobin James