Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Mayank Maheshwari

Greater Noida

Summary

Results-oriented professional with 18 years of experience and proven knowledge of service delivery, infrastructure services, IT strategy, and project lifecycle. Excels in driving successful outcomes through effective leadership and strategic decision-making. Demonstrated ability to optimize operational efficiency and deliver exceptional customer satisfaction. Committed to leveraging skills and expertise to excel in the Delivery Head role at your esteemed company.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Delivery Head

Iron Systems
06.2021 - Current
  • Prepared Annual Business Plan with defined OKRs, KPIs, SLAs, Budget planner and ensuring implementation and monthly status reporting to CEO office
  • Providing Data Center, End User Compute and Network services to end customers of TCS, WIPRO, HCL, Mphasis, Zensar across Globe through a team of Program Managers and Remote support teams
  • Responsible for P&L for various accounts and Account Farming
  • Accountable for new program setup, transition, and cut over to BAU
  • Responsible for Monthly or Milestones based billing and invoicing
  • Ensuring PO receipt and payments as per payment terms
  • Mentor Program managers in developing their career path and follow it
  • People management, stakeholders management and managing leadership's expectations
  • Owning incidents till their resolution and defining RCA and tracking actions
  • Enhanced customer satisfaction with timely deliveries, clear communication, and proactive issue resolution
  • Established clear performance metrics to monitor progress and drive continuous improvement in service quality.

Infrastructure Manager – Service Delivery

Landis + Gyr
10.2019 - 06.2021
  • Lead multi regional teams (India, US) to manage 300+ SaaS customers (utilities), Managed Services customers, and In-House IT setup
  • Led projects like datacenter consolidation in US, executing SOWs of various customers, etc
  • Regular reviews with product support, program managers (customer facing) teams to identify gaps and fixing them
  • People management, stakeholder management and managing leadership's expectations
  • Developed comprehensive disaster recovery plans, ensuring business continuity during critical events.
  • Maintained high availability of services by overseeing regular backups, updates, and patches for all systems.
  • Implemented and maintained technology and software budget.

Group Operations Manager

HCL Technologies Limited
06.2008 - 08.2019
  • Served customers from Mining, Manufacturing, Media industry
  • Worked 11 years serving European customers with short travels to Spain, Switzerland, South Africa, UK, etc
  • Responsible for maintaining Cost and Margins of engagement and reporting Financial statistics
  • Lead multiple technical projects / programs (e.g. O365 migration, Data center migration, SCCM implementation)
  • Drive operational excellence by standardizing processes and automation by improving work efficiency, reducing human error, improving margins by lowering costs
  • Chair meetings at Daily, Weekly, Monthly frequency with customer to discuss operations and showcase HCL's capabilities
  • Day to day queue management, focused on ageing of tickets and trends, consolidation of all reports and operational metrics
  • Conducting yearly appraisals using Bell Curve technique

System Administrator

Hewlett Packard Global Soft Limited
08.2006 - 06.2008
  • Remote Management, Configuration and Troubleshooting of Backup Services
  • Provided support on Symantec NetBackup on Disc and Tape Storage
  • Maintaining 58 Master servers and 1800 Client Servers Backup
  • Installation and Configuration of NetBackup client servers
  • Handling Vault and Scratch Tape Management
  • Managing NetApp FAS Series Storage Boxes
  • Data ONTAP up-gradation for all NetApp Storage Boxes
  • Space Management which includes LUN, Volumes, Aggregates on NetApp filers
  • Training received from EMC2 on EMC Clariion Storage Box

Education

Electrical and Electronics

Uttar Pradesh Technical University
Lucknow, Uttar Pradesh
03.2009

Skills

  • Client Engagement
  • SLA/KPI Management
  • Project Oversight Proficiency
  • Vendor Relationship Management
  • Efficient License Renewal Processes
  • Experience with Amazon AWS Cloud
  • People management
  • Performance appraisal
  • Service delivery
  • Incident management
  • Operational excellence

Certification

  • ITIL V3 Service Strategy
  • ITIL V3 Release Control & Validation (RCV)
  • ITIL V3 Operational Support & Analysis (OSA)
  • Prince 2 Practitioner
  • NetApp NCDA

Accomplishments

  • Managed team size up to 130+ with mix of onshore and offshore
  • Managing Accounts worth TCV # $60Mn for a period of 5 years
  • Automated 30% work volume using vRealize Orchestrator (vRO) for Virtual Machines creation, management.
  • Microsoft SCCM integration with Service NOW for auto ticket creation and workflow
  • Microsoft SCCM for Patching automation
  • Building up of Annual Business Plan with key sections on SWOT analysis, OKR (Objective, Key Results), Budget planning, Team planning
  • Cost Reduction – used below levers (and not limited) to reduce cost by $500K

- Upskilling, cross-skilling employees

- Converting 3rd party contractors to employees

- Onsite to offshore conversion

- Automation

- Resource sharing with other accounts

  • Generated EN worth $1Mn as Delivery Head in Iron Systems

Timeline

Delivery Head

Iron Systems
06.2021 - Current

Infrastructure Manager – Service Delivery

Landis + Gyr
10.2019 - 06.2021

Group Operations Manager

HCL Technologies Limited
06.2008 - 08.2019

System Administrator

Hewlett Packard Global Soft Limited
08.2006 - 06.2008

Electrical and Electronics

Uttar Pradesh Technical University

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Mayank Maheshwari