SURESH D
Service Delivery Manager
Bangalore
Summary
Results-driven IT and consulting professional with over 15 years of diverse experience spanning IT Infrastructure Support, Software Development, Cloud, IT Service Management (ITSM), Delivery, Operations, and Quality Assurance. Proven ability to drive strategic initiatives, implement Delivery Excellence (DE) practices, optimize Cost of Delivery (COD), and execute effective risk mitigation strategies across multiple accounts. Skilled in project management, data analysis, and stakeholder engagement, with a strong focus on team collaboration, solution co-creation, and adapting to evolving business and customer needs. Recognized for integrity, reliability, and dedication to delivering high-impact outcomes that align with organizational standards and project goals
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Senior Consultant
T-Systems ICT India Pvt Ltd
03.2025 - 04.2026
- Oversaw end-to-end delivery operations of contracted cloud services, ensuring cost efficiency, service quality, and adherence to contractual obligations.
- Led and managed cross-functional teams, integrating Operational Performance Management with Quality and Program Managers to drive delivery excellence.
- Maintained proactive communication with delivery teams, suppliers, and stakeholders; established regular cadence with Customer Service Managers and clients to review outcomes.
- Represented the customer voice within Cloud Managed Services, advocating for priorities and expectations while ensuring satisfaction.
- Approved and endorsed solution designs, including costing, transition, and transformation approaches, aligning with business and customer objectives.
- Monitored delivery performance to guarantee services were delivered on time, within budget, and at the highest quality standards.
- Directed quality improvement initiatives such as Back2Green programs, driving continuous improvement and risk mitigation across engagements.
- Established and governed a scalable PMO, standardizing Agile methodologies, enforcing quality assurance protocols, and optimizing resource allocation.
- Spearheaded capability building through recruitment, training, and mentorship of high-performing project managers, fostering a culture of excellence and innovation.
- Implemented automation, analytics, and emerging technologies to streamline service delivery, enhance operational efficiency, and support strategic decision-making.
Lead Service Delivery Consultant
Ernst & Young
08.2021 - 03.2025
- Implement Agile (Scrum), Waterfall, and hybrid methodologies across diverse project lifecycles.
- Facilitate process setup, metrics definition, and end-to-end project governance from initiation to closure.
- Conduct audits, compliance checks, and gap analyses to ensure process adherence and continuous improvement.
- Identify high-risk (RED) engagements, drive mitigation strategies, and monitor progress through regular delivery reviews.
- Define and analyze operational and quality metrics to meet organizational KPIs and enhance customer satisfaction.
- Perform CSAT analysis and support teams in improving client feedback scores.
- Ensure SMART tool updates and contractual deliverables are tracked and met by project teams.
- Lead creation of process documents, templates, and risk management frameworks aligned with CMMI certification standards.
- Support organizational initiatives focused on productivity, automation, and quality enhancement.
- Govern delivery reporting and tool usage across platforms like JIRA, TFS, Azure DevOps, and automation tools.
Senior Associate
Cognizant Technology Solutions
03.2018 - 08.2021
- Guided selection and implementation of lifecycle processes, estimation methodologies, and organizational tools tailored to diverse project requirements.
- Led project initiation activities including kick-offs, audits, and knowledge transfers to ensure seamless execution and alignment with delivery frameworks.
- Customized and integrated internal tools with client systems, while promoting best practices across portfolios using repositories and enablement platforms.
- Trained teams on service-specific frameworks, tools, and templates; facilitated adoption of engineering excellence and coordinated technical audits with COEs.
- Supported quality assurance through proactive interventions, enabling teams to manage delivery metrics, benchmarks, and high maturity practices for improved outcomes.
- Implemented QoS monitoring, conducted root cause analysis for performance gaps, and delivered risk assessment training with validated mitigation plans.
- Collaborated with audit teams and horizontal functions to unify risk reporting, address service gaps, and drive Continual Service Improvement (CSI) initiatives.
- Represented Delivery Excellence during client visits, addressing customer reporting needs, escalation analysis, and advising on compliance, audits, and certifications.
- Governed corrective measures and compliance risks through training, mock reviews, PMRs, SMRs, and strategic program reviews, ensuring execution of transformation levers.
- Monitored KPIs, SLAs, and contractual commitments; reviewed RFPs, analyzed customer survey results, and translated DSAT feedback into actionable improvements.
Service Coordinator
IBM India Pvt Ltd
04.2015 - 06.2017
- Lead and coordinate high-severity incidents, ensuring timely resolution within SLA through structured communication and escalation.
- Chair incident bridge calls with internal teams, clients, and third parties; provide regular updates and recovery timelines.
- Assess business impact, SLAs, and BCP gaps to define mitigation strategies and ensure continuity.
- Evaluate risks, recovery actions, and team performance; recommend workarounds to accelerate resolution.
- Conduct root cause analysis, post-incident reviews, and track corrective actions to closure.
- Maintain ONCALL portal with updated contact details of cloud infrastructure support teams.
Technical Solutions Rep-IV
HP Global e Business Operations Pvt Ltd
07.2010 - 04.2015
- Manage Severity 1 & 2 incidents, ensuring timely engagement, ownership, and resolution by technical teams.
- Oversee end-to-end ticket queue for incidents, service requests, and change requests.
- Coordinate with resolver groups and provide regular updates to stakeholders on incident progress.
- Perform proactive analysis of incident volumes, capacity, and SLA targets; escalate risks as needed.
- Monitor and improve customer satisfaction scores through targeted actions.
- Conduct process training and upskill teams on service management best practices.
- Ensure ITIL compliance and drive continuous improvement across incident and service processes.
- Communicate effectively with senior management, process owners, and customers.
- Maintain accuracy and completeness in documentation and stakeholder communications.
Customer Support Executive
Sitel Operating Corporation
09.2009 - 03.2010
- Mentor new joiners on call handling and provide performance feedback.
- Manage floor escalations and resolve customer issues effectively.
- Handle irate customers and ensure complete resolution.
- Process billing dispute refunds and manage CRM tool exceptions.
Education
MBA - System Administration
University of Madras
Bangalore06-2012
BE - Computer Science
Visvesvaraya Technological University
Bangalore09-2009
PU - Science
RBANMS
Bangalore05-2004
High School Diploma -
SSLC
Bangalore03-2002
Skills
Delivery Excellence
Operational Excellence
Delivery Management
Project Management
Continuous Process Improvement
Delivery Performance Improvement
Lean and Automation
Quality Assurance
Risk Management
Project Audits and Reviews
IT Service Management
SLA Management
Process Compliance
Escalation Management
Customer Relationship Management
Contract Management
Communication & Stakeholder Management
Certification
Project Management Professional (PMP)®
Declaration
I hereby declare that the above-furnished information is true to the best of my knowledge. Thanking you, Date: Place: Bangalore Yours sincerely
Timeline
Project Management Professional (PMP)®
03-2026
Senior Consultant
T-Systems ICT India Pvt Ltd
03.2025 - 04.2026
Lead Service Delivery Consultant
Ernst & Young
08.2021 - 03.2025
Senior Associate
Cognizant Technology Solutions
03.2018 - 08.2021
ITIL V3 Foundation
10-2016
Service Coordinator
IBM India Pvt Ltd
04.2015 - 06.2017
IIHT Certified Cloud Expert - 2015
11-2014
Microsoft Certified Professional - 2015
10-2014
Technical Solutions Rep-IV
HP Global e Business Operations Pvt Ltd
07.2010 - 04.2015
Customer Support Executive
Sitel Operating Corporation
09.2009 - 03.2010
MBA - System Administration
University of Madras
BE - Computer Science
Visvesvaraya Technological University
PU - Science
RBANMS
High School Diploma -
SSLC