Rushi Haware
IT Service Delivery Head
Bangalore,KA
Summary
Dynamic IT Service Delivery and Operations Manager with 15+ years of experience leading global IT operations across technology giants including Applied Materials, Atlassian, Facebook, and Infoblox. Proven expertise in IT service delivery, asset lifecycle optimization, workplace technology, end-user experience, and ITIL-based operations management. Recognized for driving $3.2M+ in cost savings, achieving 98% adoption of executive IT support, delivering ISO audit compliance with zero nonconformities, and building high-performing IT teams. Adept at managing multi-site operations, vendor governance, AV/VC technology rollouts, and ITSM frameworks to align technology with business strategy.
Overview
17
17
years of professional experience
6
6
Certificates
3
3
years of post-secondary education
Work History
IT Service Delivery Manager
Applied Materials Inc.
08.2020 - Current
- Directed multi-site IT service delivery, executive white-glove support, vendor management, and 24/7 operations across corporate and manufacturing units.
- Delivered $2M savings by executing the IT AV modernization project for a 15 floor, 800,000 sq. ft. campus, by redesigning AV/MTR setups using ServiceNow, ITSM, and AV technologies, ensuring scalable deployment.
- Achieved 98% adoption of executive IT white-glove support by optimizing service design, leveraging asset lifecycle management frameworks, and enhancing user engagement, resulting in improved leadership productivity.
- Ensured ISO audit readiness with zero nonconformities by leading compliance audits, embedding cybersecurity controls, and aligning ITSM processes with corporate governance.
- Scaled the GIS Academy for IT capability building, driving standardization and knowledge sharing across teams, leading to a 20% operational cost reduction.
Workplace Technology Manager
Atlassian Inc.
09.2018 - 02.2020
- Saved $1.2M by executing the IT AV project for a 2-floor, 120,000 sq. ft. office, optimizing AV/MTR deployments and vendor contracts using Jira, Confluence, Jamf, and ITSM tools.
- Strengthened enterprise productivity by enforcing MDM compliance and optimizing collaboration platforms, improving system uptime and employee satisfaction.
- Streamlined vendor governance and SLA performance monitoring, resulting in improved service delivery efficiency across locations.
IT Field Principal
Facebook, Inc. (Meta)
01.2016 - 06.2018
- Directed onsite IT operations and office expansions across India, ensuring reliable infrastructure for 2,000+ employees.
- Enhanced enterprise VC room setups and AV standardization by aligning vendor deliverables with global standards, ensuring scalable deployments for future expansions.
- Streamlined asset and telecom infrastructure by driving consolidation projects using ITSM practices, leading to improved efficiency and reduced support backlogs.
- Strengthened vendor partnerships and optimized operational delivery, contributing to faster office buildouts and cost optimization.
Shift Lead, IT Support
Infoblox
01.2014 - 01.2016
- Managed IT support operations and service desks, ensuring SLA adherence using ITIL best practices.
- Improved incident resolution times by 25% by implementing ticketing workflow optimizations and structured escalation models.
- Aligned IT services with stakeholder expectations, boosting service satisfaction scores across business units.
IT Support Technician
Marlabs Software
01.2013 - 01.2014
- Delivered Tier 2 IT end-user support across OS, mobility, and system platforms, resolving 95% of tickets within SLA.
- Supported system migrations and troubleshooting initiatives, ensuring minimal disruption during transitions.
Tier 2 Technical Advisor (Apple Support)
ADITYA BIRLA MINACS
06.2011 - 12.2012
- Provided MacOS and iOS Tier 2 technical support to enterprise users, driving team efficiency through structured troubleshooting playbooks.
- Enhanced end-user satisfaction scores by improving resolution accuracy and mentoring junior support engineers.
Technical Support Specialist
Stream Global Services
09.2008 - 03.2011
- Led HP CPU & iOS support operations for North American clients as Subject Matter Expert.
- Improved support quality by documenting troubleshooting procedures, resulting in reduced repeat incidents.
- Resolved 25-30 technical support inquiries per day.
Education
Bachelor in Computer Applications - Computer Applications
Calorx Teachers University
Gujarat 06.2009 - 04.2012
Skills
Core Skills & Competencies
Incident & Problem Management – Major incident handling, root cause analysis, escalation management, SLA adherence, and continuous improvement to reduce downtime and impact
IT Service Delivery & Operations – Global multi-site IT operations, service strategy, SLA governance, service desks, and ITIL best practices
Workplace & End-User Technology – AV/VC/MTR deployments, device lifecycle management, mobility solutions, operating system support, and application troubleshooting
Process & Compliance Management – ISO audit readiness, ITIL frameworks, cybersecurity controls, risk mitigation planning, and information confidentiality
Strategic IT Leadership – Executive stakeholder engagement, technical leadership, capacity planning, business analysis, and organizational capability building
Vendor & Partner Management – Vendor negotiations, contract optimization, SLA performance management, and global vendor governance
Analytics & Cost Optimization – Data-driven insights, IT asset lifecycle optimization, multimillion-dollar savings delivery, documentation, and reporting
Change & Transformation – Prosci-certified change practitioner, digital transformation programs, workforce adoption initiatives
Technical & Collaboration Tools – ServiceNow, Jira, Confluence, Jamf, ITSM tools, network administration, documentation management, and team collaboration
Timeline
IT Service Delivery Manager
Applied Materials Inc.
08.2020 - Current
Workplace Technology Manager
Atlassian Inc.
09.2018 - 02.2020
IT Field Principal
Facebook, Inc. (Meta)
01.2016 - 06.2018
Shift Lead, IT Support
Infoblox
01.2014 - 01.2016
IT Support Technician
Marlabs Software
01.2013 - 01.2014
Tier 2 Technical Advisor (Apple Support)
ADITYA BIRLA MINACS
06.2011 - 12.2012
Bachelor in Computer Applications - Computer Applications
Calorx Teachers University
06.2009 - 04.2012
Technical Support Specialist
Stream Global Services
09.2008 - 03.2011
Certification
Jamf Pro Certified Tech Jan '19
Accomplishments
- Drove $3.2M+ IT cost savings across global AV/MTR deployments (Applied Materials & Atlassian).
- Achieved 98% executive IT support adoption at Applied Materials.
- Delivered ISO audit compliance with zero nonconformities.
- Improved IT operations efficiency with 20% cost reduction via asset lifecycle optimization.
- Built global IT teams and scaled IT capability academies for organizational growth.