RAMA KRISHNA HARIHARAN
Senior Service Delivery Manager
Summary
Senior Service Delivery Manager/ Program Manager leading Banking Infrastructure Operations & business-application support across complex enterprise environments. Delivers high availability through ITSM methodologies while coordinating partners & managed service providers for quality, cost, and compliance. Strengthens service continuity through capacity planning, backup readiness, and transformation support with minimal disruption.
Overview
7
7
Certifications
25
25
years of professional experience
Work History
Senior Service Delivery Manager/ Program Manager
DXC Technologies Ltd.
06.2021 - Current
- Project: SBI Cards & Payment Services Ltd
- Period: Oct'21 to Oct'25
- Project: Bank of Baroda RRB
- Period: Nov'25 to till date
- Ensure high availability, stability, and reliability of infrastructure platforms and business applications.
- Drive effective ITSM operations for incidents, problems, changes, and service requests with minimal business disruption.
- Maintain optimal performance of servers, networks, databases, middleware, and applications.
- Deliver high-quality IT services aligned to business expectations and user satisfaction.
- Ensure infrastructure and applications comply with security, audit, regulatory, and internal governance requirements.
- Minimize operational, security, and service delivery risks across infrastructure and applications.
- Ensure capacity planning, scalability, backup, and disaster recovery readiness for business continuity.
- Manage OEMs, vendors, managed service providers, and support partners for quality delivery and cost effectiveness.
- Optimize operational cost, licensing, asset utilization, and IT spend without affecting service quality.
- Build a high-performing team with strong technical, process, and customer management capabilities.
- Improve service efficiency through automation, standardization, and process simplification.
- Support infrastructure upgrades, application transitions, migrations, and transformation initiatives with minimal service disruption.
- Manage a portfolio of complex initiatives that span multiple lines of business
- Provide leadership for project team by building and motivating team members
- Full project life cycle ownership from initiation to deployment for one or several initiatives
- Report on project success criteria results, metrics, test and deployment management activities
- Prepare estimates and detailed project plan for all phases
- Manage day-to-day project activities and resources and chair project management team meetings
- Understand interdependencies between technology, operations, and business needs
- Coach, mentor, motivate and supervise project and program team
Senior Infrastructure Service Delivery Manager
Fidelis Corporate Solutions Pvt Ltd.
04.2019 - 06.2021
- Project: Doctor Reddy Labs
- Period: Apr'19 to Oct'21
- Improved service uptime by {15%} by supervising {50} high-severity incidents annually.
- Steering new service designs to reduce the approval matrix
- Managing audits by third party, Internal/External Pharma audits
- Defining service delivery standards ensuring adherence to delivery model
- 100% Plant service adherence & channelizing services between Global Data Center operations & Plant operations
Program Manager
CMS IT Services Ltd.
06.2018 - 03.2019
- Project: Pepsico India Holdings Pvt Ltd
Account Run Lead (Client Delivery Excellence)
DXC Technologies Ltd.
01.2016 - 06.2018
- Project: Director General of Employment
- Period: Oct'17 to June'18
- Project: GE Capital
- Period: Jan'16 to Jan'17
- Project: Pepsico India Holdings Pvt Ltd
- Period: Jan'17 to Sep'17
- Managed performance of Level 1 and Level 2 services
- Implemented solution for service improvements
- Mentored team to improve work standards & performance
- Proactively identify potential area for wide system outage
Project Manager
IBM Global Services Ltd.
03.2013 - 12.2015
- Project : Hero Motor Corp Ltd
- Increased data center efficiency by {20%} by defining and delivering strategic operations plans.
- Achieved operational efficiency enhancement by {15%} by leading team across {3} data centers.
- Ensured close coordination with the business aligned organizations in technology operations to ensure all Data Centre operational objectives were accomplished in a cost-effective manner
Lead Datacenter Operations
IBM Global Services Ltd.
08.2007 - 03.2013
- Project : Central Board of Direct Taxes
- Increased efficiency by {15%} by managing operations for a CBDT datacenter with {5,000} servers.
- Improved data center uptime to {99.9%}, sustaining operations for {500+} servers.
- Conducted capacity planning reviews.
Senior Engineer
IBM Global Services Ltd.
08.2006 - 07.2007
- Project : GE Consumer Finance
- Conducted day-to-day system administration activities
- Administered and maintained entire Data Center
- Provided 24/7 support with 99.9% uptime
Systems Administrator
Manpower Consultants Pvt. Ltd.
01.2006 - 07.2006
- Project : GE Consumer Finance
- Conducted system administration activity
- Supported 24/7 with 99.9% uptime
- Project : GE Consumer Finance
Systems Administrator
IBM Global Services Ltd.
01.2004 - 12.2005
- Project : GE Consumer Finance
- Conducted system administration activity
- Supported 24/7 with 99.9% uptime
- Project : GE Consumer Finance
Technical Specialist/Shift In-charge
Net Connect Pvt. Ltd.
02.2002 - 08.2003
- Project : GE Consumer Finance
- Provided technical support during shifts
- Administered IT infrastructure and systems
- Project : GE Consumer Finance
Education
MBA -
Jiwaji University Gwalior
Gwalior06-2001
B'COM - undefined
Jiwaji University Gwalior
Gwalior06-1997
Higher Diploma - Software Engineering
Aptech
06-1997
Diploma - Advance Systems
Datacare Indore
Indore06-1997
Skills
Datacenter & IT Infrastructure
Remote Infrastructure Management
Cloud Managed Services
Business Continuity & Disaster Recovery
Service/Process Management
ITSM operations
Incident management
Problem management
Change management
Capacity planning
Project & Program Management
Stakeholder Management
Team Building & Leadership
Vendor management
Governance & compliance
Accomplishments
- Achievements in Customer Excellence
- SPOT Award from DXC Technology year 2018
- IBM India for Customer Excellence 2015
- Hero Moto Corp for Examplyer IT Contribution to Projects 2015
- Delivery Recognition Award DXC 2022
- DXC Collaborator Award 2022
- Microland Excellence Award 2003
Certification
Prince 2 Foundation
Timeline
Senior Service Delivery Manager/ Program Manager
DXC Technologies Ltd.
06.2021 - Current
Senior Infrastructure Service Delivery Manager
Fidelis Corporate Solutions Pvt Ltd.
04.2019 - 06.2021
Program Manager
CMS IT Services Ltd.
06.2018 - 03.2019
Account Run Lead (Client Delivery Excellence)
DXC Technologies Ltd.
01.2016 - 06.2018
Project Manager
IBM Global Services Ltd.
03.2013 - 12.2015
Lead Datacenter Operations
IBM Global Services Ltd.
08.2007 - 03.2013
Senior Engineer
IBM Global Services Ltd.
08.2006 - 07.2007
Systems Administrator
Manpower Consultants Pvt. Ltd.
01.2006 - 07.2006
Systems Administrator
IBM Global Services Ltd.
01.2004 - 12.2005
Technical Specialist/Shift In-charge
Net Connect Pvt. Ltd.
02.2002 - 08.2003
Diploma - Advance Systems
Datacare Indore
Higher Diploma - Software Engineering
Aptech
B'COM - undefined
Jiwaji University Gwalior
MBA -
Jiwaji University Gwalior