Sainath H Dhumpagalla

IT Service Delivery Manager | ITIL Certified | AI and Automation-Driven Operations | Service Governance | Customer Success | SLA and KPI Management.

• Spearheaded AI-driven service transformation and governance initiatives, elevating SLA performance to 99%, reducing MTTR by 30%, and enhancing operational resilience through intelligent automation and proactive service management.
• Drove AI and automation initiatives with Microsoft Copilot, Power Automate, ServiceNow, and GenAI, reducing manual effort by 40%, lowering ticket volumes, and improving MTTR through intelligent incident management.
• Led end-to-end IT service delivery across infrastructure, applications, and service desk operations, ensuring SLA/KPI compliance, service reliability, and alignment with contractual commitments for global enterprise customers.
• Maintained 98% SLA adherence through service governance, proactive risk review, and stakeholder coordination.
• Partnered with key stakeholders to drive service excellence through governance reviews, risk management, continuous improvement initiatives, and effective escalation management, resulting in enhanced customer satisfaction and operational performance.
• Built performance dashboards and governance meetings to improve operational visibility and support continuous service improvement.
• Built strategic relationships with customers, business leaders, and vendors; managed escalations, facilitated MBRs/QBRs, and drove continuous service improvements.
• Led and mentored cross-functional teams across Service Desk, Infrastructure, Applications driving performance, capability development, and operational excellence.
• Drove continuous improvement, automation initiatives, reducing service disruptions and improving operational performance and business outcomes.
• Managed vendor relationships and contracts, ensuring seamless service delivery and effective issue resolution.
• Automated 50% of recurring operational processes using Power Automate and ServiceNow, increasing customer satisfaction from 88% to 96%.

• Analyzed complex datasets to identify trends, risks, and opportunities, enabling data-driven strategic decision-making.
• Developed executive-level reports and presentations that effectively communicated key performance metrics and informed business outcomes.
• Monitored KPIs and developed performance scorecards that aligned with business objectives and facilitated continuous improvement efforts.
• Managed large-scale analytical projects from requirements gathering through implementation and post-deployment evaluation.
• Collaborated with cross-functional teams to define business requirements and deliver actionable insights.
• Collaborated with stakeholders to assess and enhance business processes through implementation of data-driven solutions.
• Conducted root cause analysis and recommended process improvements, resulting in a 25% increase in operational efficiency.
• Mentored junior analysts and provided guidance on analytical methodologies, reporting standards, and best practices

• Provided Level 1 and Level 2 technical support to end users via phone, email, chat, and remote assistance.
• Diagnosed and resolved hardware, software, network, and operating system issues, ensuring adherence to defined SLAs.
• Managed and tracked incidents, service requests, and problem tickets using ticketing systems such as ServiceNow, Jira, or Remedy.
• Installed, configured, and maintained Windows, Microsoft 365, Outlook, printers, and enterprise applications.
• Managed user account provisioning, password resets, and access permissions through Active Directory and Azure AD, streamlining user access.
• Troubleshot connectivity issues related to LAN, WAN, VPN, Wi-Fi, and remote access solutions. Performed software deployment, system upgrades, patch management, and security updates across endpoints.
• Supported Microsoft Windows 10/11, Microsoft 365, Teams, OneDrive, and Exchange Online environments.
• Monitored IT asset inventory and ensured compliance with organizational policies.