Sangharsh Kumar
Bangalore
Summary
Over 11 years in Global service management (service delivery) Managed Services, Application Management, Server Management, IT Infrastructure Management, ITIL operations, IT Operations, ITSM Operations, L1-L2 Support. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
CGI
US/Canada
10.2023 - Current
- SDM for Retail project managing SD tier1 and tier 2 teams US/Canada providing 2x7 support over calls and Tickets for any technical related queries, Escalations and vendor management.
- Managed end-to-end delivery of IT services to national clients, ensuring SLA compliance and customer satisfaction.
- Achieved Star Award 2025 for leading best team, resulting in 260K CAD revenue savings through effective Problem Management.
- Achieved headcount optimization through Service Desk automation, CSI reducing manual intervention and improving efficiency without impacting service quality
- Managing team of 118 FTE with 4 Leads, 1 Operations Integrator and 10 members QA team
- Formed and coached Quality team of 10 which has driven the customer success(CSAP) from 81% to 88% with 22% user response.
- Led client calls for Service Desk and cross-functional teams, addressing gaps and aligning services with client requirements.
- Collaborated with stakeholders to align services with business objectives.
- Head count and FTE Management, overseeing P&L, revenue growth andcost control, analyzing financial reports to identify trends, and adjusting strategies to meet financial goals
- Submitted and Proposed 16 AI use- cases and 4 in live production, Optimizing approx 700hrs of manual efforts
Service Delivery Manager /Consultant
Capgemini
12.2019 - 05.2023
- Managed the Complete Transition within the Projected Revenue and helped Capgemini India GSD team with Annual Profit of 323K USD in FY2021
- Worked as SDM for Altran Project with a FTE count of 80 members
- Supported end to end transition by Tier 1 and Tier 2 teams for Altran users during Infra and 0365 migrations.
- Actively Participated on Steerco Meetings, providing strategic values to implement and carry over the Integrations.
Escalation Manager
Capgemini
02.2019 - 12.2019
- Managed Escalation Support Team as Manager with 35 FTE and 1 Lead
- All Live and past escalations were handled within the SLA and tracked for GSD team.
- Trained L1/L2 teams to enhance skills and prevent KPI misses and low customer satisfaction.
- Led two Green Belt projects that focused on reducing mean time to repair (MTTR) and enhancing quality scores for the global support team.
- Implementing Process improvement Plans with multiple stakeholders for Business continuity.
Sr.Team lead
NTT DATA
03.2017 - 02.2019
- Worked as a Sr.Team lead for the Alexion Health care project with a team of 8 FTE.
- Ensured KPIs remained within green thresholds to support team recognition as top IT support in FY 2018.
Senior Analyst
HCL
01.2017 - 12.2017
- Resolved technical issues for users by providing L2 support for banking applications.
Consultant
Sutherland Global
01.2014 - 12.2017
- AT&T Project
- Analyzed client needs to provide tailored consulting solutions.
- Collaborated with cross-functional teams to enhance operational efficiency.
- Promoted as Project trainer in 2016
Technical Specialist
WIPRO
01.2013 - 12.2014
- British Telecom Project
Education
Bachelor of Technology -
College - Techno India
Skills
- Service delivery management
- MIM/Problem Management
- Service level agreement management
- Training and mentorship
- Stakeholder collaboration
- Client relationships
- Migration and transitions
- Microsoft Office and O365
- Data analytics
- Revenue growth strategies
- Budgeting and cost control
Accomplishments
- Gold Award 2024 - Individual Contribution
- Star Award for Best Team 2025 - Problem Management
- The Dream Team Award 2026
- CKPL Runner-Up 2026 - Internal Cricket Tournament
Certification
- Six Sigma Green Belt
- Project Management Foundation
- SDM Certified by the Service Desk Institute (SDI)
- ITIL Practitioner
- Azure Admin
Languages
- English
- Hindi
Tools And Technology
- SNOW- Service Now
- Agile
- Active-Directory
- SDLC
- OKTA
- MOSYLE(MDM)
- Intune
- SAP SuccessFactors
- Azure Cloud Application
Timeline
Service Delivery Manager
CGI
10.2023 - Current
Service Delivery Manager /Consultant
Capgemini
12.2019 - 05.2023
Escalation Manager
Capgemini
02.2019 - 12.2019
Sr.Team lead
NTT DATA
03.2017 - 02.2019
Senior Analyst
HCL
01.2017 - 12.2017
Consultant
Sutherland Global
01.2014 - 12.2017
Technical Specialist
WIPRO
01.2013 - 12.2014
Bachelor of Technology -
College - Techno India