Stalin Gilbert G
Chennai
Summary
Result driven IT Service Delivery professional specializing in IT service delivery across Banking, Retail, Telecom and Government sectors. Expertise in managing multi-million-dollar accounts, P&L oversight, SLA governance, and service optimization. Proven track record in scaling teams, improving customer satisfaction, and driving operational efficiency within ITIL and quality frameworks.
Overview
21
21
years of professional experience
1
1
Certificate
Work History
Client Relationship & Account Manager
CGI
Chennai
01.2014 - Current
- Manage multiple enterprise accounts ranging from shared services to USD 10M+ engagements, with end-to-end accountability for delivery, P&L, SLAs, and client satisfaction.
- Lead transition, stabilization, and optimization of Security, Cloud, Network, On- prem infrastructure, Cross functions and Service desk engagements, ensuring smooth handover to steady-state operations.
- Drive Service Improvement Plans (SIP/CIP) to enhance SLA compliance, operational efficiency, and customer satisfaction.
- Partner with clients to develop POCs, service offerings, and case studies aligned with evolving business needs.
- Act as the single point of contact for delivery governance, escalations, and executive stakeholder communication.
- Conduct monthly and quarterly governance reviews against contractual, operational, and financial KPIs.
- Lead cost modeling, workforce planning, and recruitment, aligning delivery capacity with revenue and margin targets.
- Own internal and external audits, consistently meeting organizational quality and compliance standards.
Operations Manager, Service Desk
CGI
Chennai
01.2012 - 12.2013
- Managed 3 dedicated (fixed FTE) accounts and 5 shared-service engagements at the Chennai service desk.
- Scaled operations by growing the team from 45 to 120+ engineers while maintaining service stability.
- Owned SLA management, capacity planning, financial reporting, and operational governance.
- Implemented process standardization and best practices, improving delivery consistency and operational maturity.
Team Lead, Service Desk
CGI
Chennai
11.2010 - 12.2011
- Led frontline service desk teams supporting enterprise customers.
- Ensured adherence to SLAs and quality standards, enhancing customer experience.
- Mentored team members, fostering leadership development within the team.
Process Specialist
CTS
Chennai
05.2008 - 11.2010
- Was part of the transition team in transition knowledge and process to offshore.
- Have performed process & technical transition for two retail customers
- From Texas (US) to India offshore
- From California (US) to Philippines offshore.
Technical Support – HP & DELL Desktop, Laptop & Portables
Sutherland Global Services
07.2005 - 05.2008
- Tech Support & SME on HP & Dell products.
Education
B.Sc. - Computer Science
Skills
- ITIL based Service Delivery & Agile Project Management
- Account & Client Relationship Management
- P&L Ownership, Cost Modeling & Margin Improvement
- SLA, KPI & CSAT Governance
- Transition, Stabilization & Steady-State Operations
- Data Analytics & Digital Transformation
- Audit, Compliance & Quality Frameworks
- Multi-cloud strategy on administration and Finops (AWS, Azure, GCP)
- Cybersecurity Best Practices
Certification
- ITIL Foundation and ITIL v3 – Service Operation (Foundation and Intermediate, Certified)
• SDI – Service Desk Manager (Certified)
• 4X Fundamentals – AWS, Azure, GCP & Oracle (Certified)
• PMP - Project Management Professional (Certified)
• BCP / DR – Trained
• CompTIA Security+ and Cybersecurity – Trained
Timeline
Client Relationship & Account Manager
CGI
01.2014 - Current
Operations Manager, Service Desk
CGI
01.2012 - 12.2013
Team Lead, Service Desk
CGI
11.2010 - 12.2011
Process Specialist
CTS
05.2008 - 11.2010
Technical Support – HP & DELL Desktop, Laptop & Portables
Sutherland Global Services
07.2005 - 05.2008