Suresh S
Service Delivery Manager
Bangalore
Summary
With over 20 years of experience leading cross-functional teams and driving operational excellence, I am a dynamic and results-driven IT service professional. Expertise in ITIL-based service management, strategic planning, and delivering innovative solutions across various geographies and verticals. Consistently optimized IT operations, enhanced client satisfaction, and achieved key business objectives. Established decision-maker with a background in mentoring others to accomplish project milestones. Well-known for exemplary client relationship building prowess and recognized for strong leadership skills that drive efficiency and cost savings through continuous process improvements. Polished individual with the drive to proactively initiate positive change.
Overview
21
21
years of professional experience
11
11
Certificates
9
9
years of post-secondary education
Work History
Service Delivery Manager/Project Manager
Kyndryl
Bangalore
02.2022 - 02.2025
- Improved service quality, addressing client concerns promptly and professionally.
- Handled Health care, Finance and Banking related accounts
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Managing L1 and L2 teams
- Proficiency in leading both physical and virtual teams
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Managed resources effectively to avoid unnecessary delivery delays.
- Engaged customers to discuss business needs and explore opportunities to increase sales.
- Mentored junior team members to develop their skills and advance within the organization.
- Reduced customer complaints by implementing proactive communication strategies with clients.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Provided input to team lead regarding areas for process and procedural improvement.
- Collaborated on interdisciplinary teams to develop creative, cost-effective solutions for complex projects.
- Enhanced team performance by implementing structured onboarding program for new engineers, reducing ramp-up time.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
Subject Matter Expert (Windows, VMware)
IBM India Pvt Ltd
Bangalore
02.2019 - 01.2022
- Provided strategic oversight and technical expertise for enterprise-level Windows and VMware environments
- As a member of Windows Platform Support team, I was responsible to delivering core OS support for enterprise customers, primarily based out of ANZ
- As an incumbent, I was responsible to deliver timely and high quality incident resolution focusing on root cause analysis, prevention, consultation and knowledge transfer on the following technologies: Remote administration and server performance monitoring of the Dell/HP servers, using HP Blade On-board Administrator (HP), HP System Management Homepage (HP), HP Integrated Lights-Out (HP-iLO), iDRAC and Dell
- Fine tune of VM's resource allocation using advance features like shares, reservations & limits to ensure met appropriate SLA's
- Upgrade VMware Tools and VM hardware version for Windows VMs
- Migrate VM's using vMotion and Storage vMotion to re-balance compute and storage on cluster, whenever it's required
- Address monitoring alerts for all critical infrastructure servers and take appropriate action
- Worked on EPO Mc Afee tools, Installation, and Configuration on servers
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Senior Wintel Admin
IBM India Pvt Ltd
Bangalore
08.2013 - 07.2017
- Administration of Windows 200xx, servers, domain servers and supporting applications in enterprise environment
- Handling the major incident, which is impacting the business, raising the Change and participating with on MML Bridge for the resolution
- Handling Simple to medium complex changes, incidents & problem tickets
- Troubleshooting of Hardware issues by coordinating with H/w vendors like-IBM/HP/Dell along with site H&E
- Troubleshooting SEP antivirus related issues
- Providing guidance to change management for changes related to virtual infrastructure; may authorize low risk, low impact changes for virtual infrastructure
- Working with remote management consoles during high severity for quick resolution as well as to find cause thru IMM, DRAC, ILO Consoles
- Proved successful working within tight deadlines and a fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Paid attention to detail while completing assignments.
- Worked well in a team setting, providing support and guidance.
System Administrator
VLMS
Bangalore
05.2011 - 07.2013
- Oversaw system and network administration for diverse client environments
- Implemented robust security measures, reducing vulnerabilities by 40%
- Collaborated with cross-functional teams to deploy infrastructure upgrades
- Managing Fertigate and Sonic firewall
- Managing end user laptops and desktops
- Managing ECB and Cisco switches and printers
- Yearly inventory reports
- Auditing MS licenses yearly basis
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Enhanced system performance by optimizing server configurations and implementing regular updates.
- Provisioned new software and hardware for use, following established security policies.
System and Network Administrator
Turya InfoTech
Bangalore
07.2008 - 10.2009
- Managed and supported IT infrastructure, ensuring 99.9% uptime
- Conducted training sessions to enhance team technical capabilities
- Played a key role in deploying new systems and applications
- Maintaining POS machines and network
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Worked with users to determine areas of technology in need of improved usability.
- Improved security measures by conducting vulnerability assessments and applying necessary patches.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Secured sensitive data from unauthorized access, meticulously managing user permissions and access controls.
Operator
CMS Computers Ltd
Bangalore
12.2003 - 06.2007
- Handled day-to-day IT operations, ensuring seamless service delivery
- Maintained system integrity through regular monitoring and updates
- Supported end users with technical troubleshooting and issue resolution
- Conducted training sessions to enhance team technical capabilities
- Played a key role in deploying new systems and applications.
- Streamlined data entry for production metrics, improving accuracy and accessibility of operational reports.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Collaborated with team members to ensure seamless coordination of tasks and efficient completion of projects.
- Provided on-the-job training to newly hired workers and team members.
- Conducted preventative maintenance on equipment to reduce repair costs.
- Conducted routine maintenance checks to prevent unexpected machinery downtime, ensuring continuous production flow.
- Enhanced team morale and productivity by organizing regular team-building activities.
- Collaborated with team members to troubleshoot and resolve machinery issues quickly, minimizing production delays.
Education
Diploma - Diploma in Computer Science And Engineering
VP Polytechnic
Karnataka 06.1996 - 06.2003
Associate of Science - Science PU College
RL Science PU College
Karnataka 06.1995 - 06.1996
High School - SSLC
SS High School
Karnataka 06.1992 - 06.1993
Skills
Effective Strategic Planning
Cloud Infrastructure Management
ITIL Processes Management
Supplier Relationship Management
Stakeholder Management
Easy-going personality
Service level agreement management
Performance Enhancement
Incident management
Performance improvement
Risk mitigation
Workload management
Resource allocation
ITIL framework
Certification
Microsoft Certified Professional (MCP Exchange 2007)
Timeline
Service Delivery Manager/Project Manager
Kyndryl
02.2022 - 02.2025
Subject Matter Expert (Windows, VMware)
IBM India Pvt Ltd
02.2019 - 01.2022
Senior Wintel Admin
IBM India Pvt Ltd
08.2013 - 07.2017
System Administrator
VLMS
05.2011 - 07.2013
System and Network Administrator
Turya InfoTech
07.2008 - 10.2009
Operator
CMS Computers Ltd
12.2003 - 06.2007
Diploma - Diploma in Computer Science And Engineering
VP Polytechnic
06.1996 - 06.2003
Associate of Science - Science PU College
RL Science PU College
06.1995 - 06.1996
High School - SSLC
SS High School
06.1992 - 06.1993
Previous Roles
- EOP Engineer- SDM, Kyndryl, Edward, Sandwell, UK, 02/01/22, 02/01/25, Diagnose and troubleshoot technical issues, Install, configure, and maintain computer hardware, software, networks, and applications, Monitor performance and security of network systems, Respond to technical support calls, Communicate how to resolve issues, Support the roll-out of new applications, Keep a record of issues and solutions, Provide prompt and accurate feedback to customers, Follow up with clients to ensure their IT systems are fully functional, Prepare accurate and timely reports, Implement and manage McAfee Endpoint Security (ENS), Use McAfee ePolicy (ePO) for policy management and endpoint security.
- Subject Matter Expert (Windows, VMware), IBM India Pvt Ltd, Bangalore, BCT, 02/01/19, 01/31/22, Provided strategic oversight and technical expertise for enterprise-level Windows and VMware environments., Responsible for delivering core OS support for enterprise customers, primarily based out of ANZ., Managed day-to-day management and housekeeping tasks of the VMs including deployment, upgrades, troubleshooting, patching, etc., Addressed monitoring alerts for all critical infrastructure servers and took appropriate action.
- Senior Wintel Admin, IBM India Pvt Ltd, Bangalore, Experis, 08/01/13, 07/31/17, Administration of Windows 200xx, servers, domain servers and supporting applications in enterprise environment., Handling major incidents impacting the business., Troubleshooting hardware issues by coordinating with vendors.
- System Administrator, VLMS, 05/01/11, 07/31/13, Oversaw system and network administration for diverse client environments., Implemented robust security measures, reducing vulnerabilities by 40%.
- System and Network Administrator, Turya InfoTech, 07/01/08, 10/31/09, Managed and supported IT infrastructure, ensuring 99.9% uptime.
- Operator, CMS Computers Ltd, 12/01/03, 06/30/07, Handled day-to-day IT operations, ensuring seamless service delivery.
Achievements
- Optimized Project Completion Time
Initiated and implemented a project restructuring that accelerated delivery by 20%, leading to commendation from Pfizer Inc.
Improve client satisfaction rates
Improved client satisfaction rates by 15% through the adoption of new service delivery frameworks. - Improved Customer Satisfaction: Elevated customer satisfaction scores by 95% through the implementation of customer feedback loops and service quality improvements.
- Successful Project Delivery: Managed and delivered [number] IT service projects within budget and ahead of schedule, ensuring seamless integration and minimal disruption.
- Efficiency Enhancements: Streamlined service delivery processes, resulting in a 20% reduction in service resolution time and a 95% increase in overall efficiency.
- Team Leadership: Led a high-performing team of [number] service delivery professionals, fostering a culture of continuous improvement and professional growth.
- Incident Management: Successfully managed and resolved 25 high-priority incidents, minimizing downtime and maintaining business continuity.
- Vendor Management: Negotiated and managed contracts with key vendors, achieving 15% cost reductions and ensuring timely delivery of services.
- Process Improvement: Developed and implemented new service delivery processes, which improved service reliability and reduced the number of repeat incidents by 30%.
- Customer Retention: Achieved a 15% increase in customer retention rates through proactive relationship management and exceptional service delivery.