Shivakumar VA
Service Delivery Manager
Bangalore,KA
Summary
Seasoned Infrastructure Service Delivery Manager with 23 years of experience leading global IT operations across the US, APAC, and EMEA regions. Specialized in driving enterprise-wide infrastructure strategies, service delivery excellence, and digital transformation initiatives. Proven ability to align technology services with business objectives, reduce operational costs, and elevate customer satisfaction. Expert in managing large-scale teams, vendor ecosystems, and governance frameworks. Adept at designing and implementing robust security policies across complex IT environments.
Overview
23
23
years of professional experience
4
4
Certifications
1
1
Language
Work History
Senior Service Delivery Manager
Tata Consultancy Services
09.2010 - Current
- - Led infrastructure service delivery for global clients, ensuring SLA compliance, and operational excellence.
- Designed and launched offshore delivery centers, improving scalability and cost efficiency.
- Directed 24/7 global IT operations across data centers and cloud platforms (AWS, VMware, Citrix).
- Managed over 500 resources across multiple geographies and time zones.
- Improved CSAT by 30% through proactive service delivery and customer experience initiatives.
- Implemented ITIL-based frameworks for incident, problem, and change management.
- Oversaw vendor contracts, billing governance, and compliance audits.
- Developed and enforced enterprise-wide security guidelines, including access controls, and data protection policies.
- Led security awareness programs, phishing simulations, information security workshops.
- Delivered executive-level reporting on KPIs, service health, and strategic initiatives.
- 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.
- Mentored junior team members, facilitating their professional growth and enhancing overall team performance.
- Conducted regular service reviews with clients, maintaining transparency and fostering long-term business partnerships.
- Reduced client escalations through proactive communication and problem-solving strategies.
IT Specialist
IBM India Ltd.
02.2007 - 09.2010
- - Managed infrastructure services including server virtualization and cloud adoption.
- - Led incident response and change management processes for uninterrupted service delivery.
- - Contributed to the development of internal security protocols for infrastructure and data handling.
Manager – IT
SPRISM Investment Services Pvt. Ltd.
03.2006 - 02.2007
- - Directed IT operations and infrastructure services, ensuring business continuity.
- - Implemented monitoring tools and optimized resource allocation.
- - Established foundational security practices for endpoint protection and network access control.
Customer Support Engineer
CMS Computers Ltd
04.2004 - 02.2006
System Administrator
Vishal CotSpin Pvt Ltd
02.2003 - 02.2004
Junior System Administrator
DigiComp Computer Education
07.2002 - 01.2003
Education
PGCPC -
Great Lakes University of Management
04.2001 -
Diploma - Computer Science & Engineering
Shree Vidhyadhiraj Polytechnic
01.2002
Skills
ITSM Tools: ServiceNow, HP OpenView, Remedy, ITAM
Virtualization: VMware vSphere, Citrix, Nutanix
Cloud Platforms: AWS, Private Cloud
Customer satisfaction
IT Service Management
Incident investigation & Major Incident Support
Customer engagement
Team leadership
Automation
Project planning
Performance & Service improvement
Project implementation
Operations management
Excellent communication
Certification
- ITIL 4 Foundation (2023)
PERSONAL
Available for remote or Bangalore-based hybrid roles
Accomplishments
*Earned multiple commendations from global customers and internal stakeholders for outstanding delivery management and customer satisfaction.
*Awarded multiple client and stakeholder recognitions for driving high-quality service delivery, exceeding SLA targets, and enhancing customer experience.
Timeline
Senior Service Delivery Manager
Tata Consultancy Services
09.2010 - Current
IT Specialist
IBM India Ltd.
02.2007 - 09.2010
Manager – IT
SPRISM Investment Services Pvt. Ltd.
03.2006 - 02.2007
Customer Support Engineer
CMS Computers Ltd
04.2004 - 02.2006
System Administrator
Vishal CotSpin Pvt Ltd
02.2003 - 02.2004
Junior System Administrator
DigiComp Computer Education
07.2002 - 01.2003
PGCPC -
Great Lakes University of Management
04.2001 -
Diploma - Computer Science & Engineering
Shree Vidhyadhiraj Polytechnic