Sanjay Sen
Service Delivery Manager
Nagpur,MH
Summary
Dynamic Service Delivery Leader with over 14 years of expertise in managing global managed services, banking platforms, and enterprise technology operations. Proven track record of achieving SLA compliance of 99%, safeguarding $4M–$5M in revenue, and generating over $1M in operational savings through automation, ITIL governance, Agile methodologies, and strategic stakeholder management. Skilled in leading complex projects and fostering operational excellence, with a strong focus on team leadership, process optimization, and stakeholder engagement. Committed to adapting to evolving business needs while consistently delivering high-quality results through effective communication and strategic planning.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Senior Service Delivery Manager
HCLTech
01.2025 - Current
- Led global delivery with 60+ FTEs supporting $6M–$8M contracts; achieved 99% SLA compliance, protecting ~$750K in revenue.
- Reduced MTTR by 25%, avoided approximately $400K penalty exposure via Major Incident governance.
- Delivered approximately $300K in annual savings through automation and Lean optimization.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Streamlined workflows by identifying inefficiencies and implementing best practices for improved productivity.
- Reduced client escalations through proactive communication and problem-solving strategies.
- Evaluated team performance metrics to identify areas for improvement, guiding targeted coaching efforts to boost individual capabilities.
Delivery Manager
Emirates NBD
01.2022 - 01.2024
- Achieved 98.5% SLA adherence, protecting ~$1.2M in revenue.
- Reduced incident recurrence by 28%, avoided approximately $350K in downtime losses.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success.
Delivery Manager
Avaya Netherlands BV
01.2019 - 01.2022
- Improved availability to 99.7%, protected approximately $900K in revenue.
- Migrated 40% of workloads to the cloud; improved client retention by 15%.
- Engaged customers to discuss business needs and explore opportunities to increase sales.
- Contacted suppliers and vendors about issues with deliveries or products.
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
- Coordinated delivery of contracted solutions at the program level and in full accordance with outlined cost, scheduling, and quality terms.
Delivery Lead
Servion Global Solutions
01.2014 - 01.2018
- Built 30+ engineer teams supporting $3M contracts.
- Delivered ~$250K annual cost savings via automation.
- Enhanced team productivity by providing consistent coaching, feedback, and guidance to delivery staff.0
- Implemented cost-saving measures through diligent budget oversight and negotiation of contracts with third-party vendors.0
- Evaluated staff performance regularly using objective metrics and qualitative feedback, implementing performance improvement plans when necessary.
Solution Delivery Consultant
Avaya India Pvt Ltd
Hyderabad, Telangan
06.2008 - 07.2014
- Conducted thorough requirement analyses to ensure accurate translation of client objectives into actionable project plans.
- Evaluated project risks proactively and implemented effective mitigation strategies to minimize negative impacts on deliverables.
- Developed customized solutions for clients, resulting in increased customer satisfaction and repeat business.
- Mentored junior consultants, fostering a supportive environment that encouraged professional growth and skill development.
Education
Bachelor of Arts - Business Administration And Management
Sikkim Manipal University
Hyderabad, India 04.2001 -
Skills
Customer service excellence
Incident resolution
Stakeholder requirements evaluation
Service level management
Cross-functional team management
Incident analysis
Quality assurance monitoring
Client engagement strategies
Strategic project planning
Process optimization
Project execution
Risk management strategies
Analytical problem-solving
Strategic team guidance
ITIL methodology expertise
Certification
PMP | ITIL | Scrum Master
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Service Delivery Manager
HCLTech
01.2025 - Current
Delivery Manager
Emirates NBD
01.2022 - 01.2024
Delivery Manager
Avaya Netherlands BV
01.2019 - 01.2022
Delivery Lead
Servion Global Solutions
01.2014 - 01.2018
Solution Delivery Consultant
Avaya India Pvt Ltd
06.2008 - 07.2014
Bachelor of Arts - Business Administration And Management
Sikkim Manipal University
04.2001 -
TOOLS
ServiceNow, Jira, BMC Remedy, AWS, Azure