Suhas Jagannath
Service Delivery Manager - Command Center Operations
Bengaluru
Summary
- IT professional with over 17 years of experience, including 9+ years in IT Operations and Service Delivery.
- Proven expertise in managing 24x7 Command Center operations, incident and change management, and service improvement initiatives in high-pressure environments.
- Adept at handling large technical teams, ensuring SLA adherence, and leading transformational projects in global service delivery models
- Determined and Motivated Techno-functional personality, ITIL Certified, having over 17+ years of experience in IT with the profiles of Technical Support Specialist, Systems engineer, Quality Lead, Project Manager and currently working with Tata Consultancy Services as Service Delivery Manager
Overview
17
17
years of professional experience
Work History
Service Delivery Manager - Global Command Center
TATA CONSULTANCY SERVICES
08.2022 - Current
- Lead and manage 24x7 Command Center operations, ensuring real-time monitoring, incident response, and service continuity across all IT infrastructure and applications.
- Ensure adherence to SLAs, KPIs, and compliance requirements, driving operational excellence through structured processes, SOPs, and quality audits.
- Act as the primary escalation point for critical incidents, coordinating with cross-functional teams, vendors, and stakeholders to ensure timely resolution and communication.
- Manage a large team across multiple shifts, including resource planning, shift handovers, performance management, and training to maintain team efficiency and service availability.
- Drive continuous service improvement (CSI) by identifying automation opportunities, enhancing monitoring capabilities, and optimizing incident and event management workflows.
- Communicate proactively with business and IT stakeholders, delivering regular service reports, RCA documents, and participating in governance and review meetings.
- Ensure documentation and compliance with ITIL practices, maintaining updated SOPs, escalation matrices, and contributing to audits and security assessments.
Project Manager - Transformation
TATA CONSULTANCY SERVICES
09.2017 - 08.2022
- Responsible for handling deployment of new tools for the Service Desk environment thus streamlining and improving the overall customer experience
- Responsible for coordinating between the customer and vendor for smooth transformation of the solutions identified
- Working towards driving the activities within the planned duration of the project
- Analyzing and managing the risks in the project
Technical Lead - Level 2 Support
TATA CONSULTANCY SERVICES
03.2016 - 08.2017
- Responsible to handle the IT customer window located within PwC office and provide IT support on incidents which needs human intervention and technical expertise.
- Provide Level 2 support for all IT related queries
Worked as a google guide in the induction program for PwC employees when emails and calendar were moved from IBM Notes to Google - Conducted Partner one-on-ones answering all the questions partners and directors of PwC asked. Helping them with all IT related issues and queries
- Liaised with the desktop engineering level 3 team to solve challenging incidents and help resolve them.
Quality Analyst Lead - Service Desk
TATA CONSULTANCY SERVICES
03.2011 - 02.2016
- Lead a team of 13 Quality Analysts supporting multiple territories (Americas, UK & MEA)
- Key responsible person to drive customer satisfaction levels
- Work with QAs, SMEs, Training team to identify Bottom Quartile & Process level Areas of improvement
- Groom QAs on analytical skills
- Involve self in soft skill & Customer handling training
- Build training modules from a customer service per say
- Handle customer escalation perform complete analysis with RCA and action plan with detailed timelines
- Draw trends/patterns for customer satisfaction score
- Understand and produce data points to identify VOC, Dip in Customer satisfaction scores
Subject Matter Expert - End User Support
IBM INDIA PVT. LTD.
03.2008 - 02.2011
- Responsible to manage the metrics of the team and send out daily, weekly, monthly and quarterly reports to the sending geo; guide the team in providing service in a client environment.
- Accountable for scheduling the staff according to the needs and skill set of the agents; ensuring the team is compliant on internal business conduct.
- Managing the real-time call queue and also manage the skills of the agents.
- Procure IDs and access to different client applications and maintain them for the team. Manage the escalation tracker; take supervisor calls and providing floor support.
- Handling vendor conference calls to discuss escalated tickets thus ensuring better service and maintain and update the knowledge base of the desk and training agents on the new updates.
- Conduct one on ones with the agents to give feedback on their stack ranks
Education
B.E. - Electronics & Communication
Visvesvaraya Technological University
Bengaluru, India 04.2001 -
Skills
- Service Delivery Management
- IT Operations Management
ITIL Framework - Incident and Change Management
Professional Scrum Master-II - PRINCE2 Foundation & Practitioner
- ServiceNow
Stakeholder Communication
- Governance Reporting
Team Leadership - Workforce Management
- Shift Planning
Compliance Reporting - Audit Readiness
- SOPs & Documentation
Timeline
Service Delivery Manager - Global Command Center
TATA CONSULTANCY SERVICES
08.2022 - Current
Project Manager - Transformation
TATA CONSULTANCY SERVICES
09.2017 - 08.2022
Technical Lead - Level 2 Support
TATA CONSULTANCY SERVICES
03.2016 - 08.2017
Quality Analyst Lead - Service Desk
TATA CONSULTANCY SERVICES
03.2011 - 02.2016
Subject Matter Expert - End User Support
IBM INDIA PVT. LTD.
03.2008 - 02.2011
B.E. - Electronics & Communication
Visvesvaraya Technological University
04.2001 -
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