Sanjeev K. Rai
SERVICE DELIVERY MANAGER
Noida
Summary
Analytical thinker with over 16+ years of expertise in IT Infrastructure, End User Services, Cloud Services, and Project Management. Proven record in leading enterprise projects from start to ongoing support. Skilled at collaborating between business and technical teams to ensure timely project delivery, aligning client needs with solutions while considering budget and logistics.
Overview
18
18
years of professional experience
6
6
Certifications
Work History
Associate General Manager
HCL Technologies Ltd
01.2023 - Current
- In my role as a Service Delivery Manager, I oversee the delivery and technology portfolios for Retail and Consumer Product companies across the US, Canada, Mexico, and the APAC region
- I assist IT departments in developing and sustaining internal systems that provide effective technological solutions for clients
- Oversee the development, implementation, and management of innovative technologies that provide a competitive advantage and boost business performance
- Modernized IT infrastructure by migrating to Cloud and AI based solutions to improve the system efficiency by 30%
- Managed Vendor relationship resulted into reduction of third-party cost by 20%
- Spearheaded Application rationalization and Virtualization of Data Center, reducing customer monthly infrastructure costs by $800+K and improving scalability
- Implemented ITIL best practices, which improved incident resolution time and customer satisfaction by 90% YoY
- Managed a 32 million yearly IT budget, realizing cost savings by 12% annually through automation, resources cross Skilling
- Successfully transitioned several customers' managed IT ServiceDesk operations from their previous IT partners
- Led Cloud FinOps initiatives for various clients, achieving a 10% annual reduction in cloud operating costs
- Implemented numerous automation projects using data analytics and AI solutions to enhance efficiency and reduce costs
- Led monthly business reviews with directors and VPs from the client side
- Monitored team performance on critical KPIs affecting clients, financials, processes, and personnel, taking proactive steps to ensure excellent operational delivery
- Oversaw team performance on essential KPIs impacting clients, financial outcomes, processes, and staff, and implemented proactive measures utilizing to guarantee superior operational delivery
Group Operations Manager
HCL Technologies Ltd
07.2019 - 01.2023
- Worked as Datacenter and Cloud Operations Manager for one of the US Largest Beverage companies
- Leading the Delivery and Technology of partner’s portfolio across regions of US, Canada, Mexico & APAC
- Guided clients in moving from on-premises setups to cloud platforms through tailored architectural frameworks and best practices specific to each cloud provider
- Supported business transformation projects with an emphasis on cost transparency, forecasting, and optimization
- Led Data center infrastructure Optimization based on workload and performance analysis, resulted yearly saving of $500K
- Decreased downtime related to IT issues by upgrading legacy Hardware and software through IT refresh Program
- Partnered strategically with several IT vendors to achieve a 7% cost reduction in the datacenter
- Spearheaded migrating critical systems to the GCP cloud, reducing monthly infrastructure costs by 10% and improving Scalability
- Automated Capacity Planning with a PowerBI Dashboard, resulting in no capacity-related incidents
- Facilitated multiple automation to reduce manual workload utilizing AI based solution and improve client experience
- Led Proactive problem management for reoccurrence issue resulted 12% of monthly reduction in P1/P2 ticket
- Enhanced patching compliance by automating the patching dashboard, generating reports, and ensuring the sequential start/stop of services
- Assisted IT audits by maintaining data, artifacts, documentation, and ensuring compliance with all necessary processes
- Contributed to and led cloud modernization initiatives, including transitioning to application containerization on GKE
- Implemented business continuity protocols to minimize disruptions in business operations during emergencies or data loss events
- Designed analytics dashboards to track KPIs and generate custom reports
Senior Manager
HCL Technologies Ltd
08.2015 - 01.2019
- Worked as Project Manager responsible for overseeing and directing projects for one of the largest US Beverage/Bottling Company & responsible for Program/project management, business analysis, project scoping, building prototypes, documenting risks, hiring and training resources
- Managed numerous transition and transformation Projects for End User Computing, Datacenter, and Cloud environments
- Completed all projects on time, within budget, and with high quality by aligning team efforts with business targets and setting robust project milestones
- Managed two transition and transformation projects from inception to completion, delivering both on time and 10% below the allocated budget
- Spearheaded Datacenter Consolidation, Migration and Modernization initiatives to GCP and Azure saving TCO by 25%
- Created Project Progress Dashboards and consistently communicated them with clients
- Provided regular updates utilizing to stakeholders regarding project status and coordinated calls and meetings
- Performed cost-benefit analyses and ROI assessments to help clients make informed choices regarding proposed IT implementation projects
- Managed numerous project hurdles, including staffing deficits, tactical complications, and competing business or user demands
- Led three cloud adoption projects as part of a broader cloud journey program for clients
- Maintained and developed comprehensive schedules, plans, and asset budgets for each project
Manager
HCL Technologies Ltd
08.2009 - 01.2015
- As the EUC Manager, I oversaw client software and hardware installations, maintenance, and support
- I led a team of 80+ members managing over 28,000 users across 300+ locations in the US, Canada, and Mexico
- I set team goals, collaborated with other departments, and provided data-driven recommendations to executives
- Improved customer satisfaction ratings by 50% by revamping IT Support process and training
- Led a team of 120 on-site and offshore, managing performance evaluations, training, mentoring, and annual appraisals
- Coordinated support teams for Tier 1-3 support, establishing processes, and leading projects from inception to implementation
- Monitored threats and collaborated with SCCM and Security teams to install updates, patches, and protection software across the IT infrastructure
- Enhanced end-user experience with self-service and zero-touch request fulfillment via automation
- Engaged in incident bridges and postmortem reviews to enhance service availability, using ITIL principles for better efficiency
- Managed incident and problem resolution, critical incidents, people management, escalations, and customer satisfaction
- Collaborated with multiple vendors for hardware, software, server support, MDM, and VOIP services
- Delivered presentations on data analysis, trends, resolutions, value propositions, and project statuses
- Organized regular team-building workshops to enhance the employee experience
IT Support Engineer
Convergys India Service Pvt Ltd
07.2008 - 07.2009
Tele Sales Executive
Excel Callnet Private Ltd.
11.2006 - 06.2008
Education
BACHELOR - COMPUTER APPLICATION
PUNJAB TECHNICAL UNIVERSITY
Skills
Jira
Certification
Project Management Professional (PMP), 2022
Timeline
Associate General Manager
HCL Technologies Ltd
01.2023 - Current
Group Operations Manager
HCL Technologies Ltd
07.2019 - 01.2023
Senior Manager
HCL Technologies Ltd
08.2015 - 01.2019
Manager
HCL Technologies Ltd
08.2009 - 01.2015
IT Support Engineer
Convergys India Service Pvt Ltd
07.2008 - 07.2009
Tele Sales Executive
Excel Callnet Private Ltd.
11.2006 - 06.2008
BACHELOR - COMPUTER APPLICATION
PUNJAB TECHNICAL UNIVERSITY
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