Open To Work
Mayur Dongre
Pune
Work Preference
Summary
Transformational leader with 19 years in service delivery, SRE, and DevOps across GCC and shared service models. Managed global teams of 50+ professionals, ensuring over 95% application uptime. Oversaw ITIL-based incident, change, and problem management while enhancing customer experience through data analysis and process automation. Coordinated cross-functional teams to improve service processes and elevate customer satisfaction.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Sr. Service Delivery Manager (BFSI)
EQUIFAX ANALYTICS PVT. LTD.
05.2024 - 03.2026
- Led global service delivery for ANZ and Global regions within BFSI domain, ensuring strategic alignment with organizational goals.
- Led service delivery initiatives to enhance client satisfaction and operational efficiency.
- Coordinated complex service operations to align with global customer success objectives and meet regional compliance standards.
- Managed cross-functional teams to streamline project execution and service offerings.
- Developed training programs for staff to improve service delivery skills and knowledge.
Customer Success Manager
ICERTIS SOLUTIONS PVT. LTD.
12.2021 - 03.2024
- Customer Value Realization: Partnered with global enterprise clients to drive product adoption and enhance satisfaction.
- Performance Monitoring: Leveraged KPIs and data insights to communicate product value and ROI to senior stakeholders.
- Operational Reliability: Achieved 95%+ application uptime by managing technical roadblocks and implementing effective workarounds.
Service Delivery Manager
NECTAR INFOTEL SOLUTIONS PVT. LTD.
01.2021 - 08.2021
- Managed end-to-end service delivery for India and global markets, standardizing processes to improve consistency.
- Led diverse 40+ member cross-functional team, enhancing collaboration among Business Analysts, Tech Leads, and SMEs.
- Conducted performance evaluations and productivity audits, ensuring delivery met high-quality standards.
Associate Manager – Service Delivery & Ops
TECH MAHINDRA LIMITED
08.2017 - 10.2020
- Global Client Oversight: Managed infrastructure and application support for BASF (Chemical Manufacturing) across APAC and Global regions.
- Directed team of 50+ professionals (TLs, SMEs, Associates), enhancing resource utilization and implementing training programs.
- Stabilized production environments by applying ITIL-based incident and change management practices, ensuring operational continuity.
Deputy Manager – Service Operations
VODAFONE INDIA SERVICE PVT. LTD.
03.2011 - 08.2017
- Led 20+ member team in delivering 24/7 support for mission-critical telecommunications applications, enhancing service reliability.
- Managed daily operations and service delivery for customer support teams.
- Developed strategies to improve customer satisfaction and service efficiency.
- Coordinated training sessions for new staff to enhance service quality.
- Managed application and production support for Vodafone Europe, ensuring seamless operation under a shared service model.
Analyst – Infrastructure Engineer
MPHASIS AN HP COMPANY
11.2006 - 02.2011
- Provided technical support for US-based clients including Kraft Foods and Goodyear, ensuring seamless infrastructure operations.
- Managed Solaris and Windows-based environments, implementing monitoring and scheduling tools to enhance system reliability.
- Analyzed data trends to support strategic decision-making processes.
- Collaborated with cross-functional teams to develop project plans and timelines, aligning deliverables with stakeholder expectations.
- Utilized data visualization tools to present insights effectively.
Education
Bachelor of Science -
Nagpur University
NagpurSkills
- ServiceNow
- Tibco
- Weblogic
- SQL
- PL/SQL
- Azure
- Google Cloud
- Datadog
- Splunk
- Nagios
- HP-OV
- HP BSM
- Autosys
- Incident handling
- Leadership strategy
- Performance tracking
- Customer management
- Stakeholder relations
- Team building
- Governance services
- Budget control
- Service agreements
- Communication skills
- Solaris 10/Linux
- Budget control
Critical Success Factors
- Understanding the vision and value provided to customers.
- Experienced in managing teams in various shifts.
- Good communication skills and ability to manage difficult situations.
Travel
Ready to Travel
Certification
ITIL V3 Foundation
Roles And Responsibilities
Maintaining strong relationships with customers and ensuring satisfaction., Providing metrics data of team performance to stakeholders., Building and updating knowledge repository., Identifying risks and dependencies for support issues., Providing technical guidance to team members., Conducting regular performance evaluations., Managing cross-functional stakeholder ecosystems., Escalating issues to senior management as required.
Personal Information
- Relocation: Ready to Relocate
- Passport Number: R4491287
- Notice Period: Immediate Joiner
Timeline
Sr. Service Delivery Manager (BFSI)
EQUIFAX ANALYTICS PVT. LTD.
05.2024 - 03.2026
Customer Success Manager
ICERTIS SOLUTIONS PVT. LTD.
12.2021 - 03.2024
Service Delivery Manager
NECTAR INFOTEL SOLUTIONS PVT. LTD.
01.2021 - 08.2021
Associate Manager – Service Delivery & Ops
TECH MAHINDRA LIMITED
08.2017 - 10.2020
Deputy Manager – Service Operations
VODAFONE INDIA SERVICE PVT. LTD.
03.2011 - 08.2017
Analyst – Infrastructure Engineer
MPHASIS AN HP COMPANY
11.2006 - 02.2011
Bachelor of Science -
Nagpur University