Tharanidevi Fernandes
IT Service Manager
Mumbai
Summary
Senior IT Service Management & IT Operations leader with 19+ years of experience delivering resilient, high-quality IT services for global enterprise clients. Experienced across IT Service Manager, Service Delivery Manager, IT Operations Manager, and Incident Prevention & Control (IPC) Lead roles within managed services and shared service environments. I specialize in end-to-end ITSM operations, owning and driving Incident Management, Major Incident Management, Problem Management, Change Management, and service governance aligned to ITIL V3, ITIL Service Operations, and SIAM frameworks. Known for stabilizing complex IT infrastructures, leading critical P1/P2 outages, and ensuring rapid service restoration while consistently meeting SLA, KPI, and customer satisfaction targets. As an IT Service / Service Delivery Manager, I bring strong stakeholder and customer management capabilities—acting as a trusted single point of contact for escalations, executive communications, and operational reviews. I regularly present service dashboards, performance metrics, trend analysis, and improvement roadmaps to senior leadership and clients. In my IT Operations Manager & IPC Lead capacity, I drive incident prevention, service reliability, and continuous improvement through proactive Problem Management, RCA, trend analysis, automation initiatives, and change risk control. I partner closely with infrastructure, application, vendor, and third-party teams to reduce repeat incidents, improve change success rates, and enhance overall service stability. I am also an experienced people and delivery leader, responsible for hiring, staffing, coaching, performance management, and capability building. I build high-performing teams that balance operational rigor with customer focus business outcomes.
Overview
5
5
Languages
3
3
Certifications
21
21
years of professional experience
Work History
IT Service Manager
Capgemini
04.2014 - Current
- Established a comprehensive knowledge base to empower end-users with self-service options, reducing the load on support staff.
- Streamlined communication between IT teams and stakeholders, ensuring timely resolution of service requests and incidents.
- Increased customer satisfaction scores by implementing feedback-driven improvements in IT service delivery processes.
- Developed a comprehensive disaster recovery plan to safeguard critical systems and data from unexpected events or failures.
- Enhanced system efficiency by implementing process improvements and automation for IT service management tasks.
- Developed detailed metrics and reports to assess the performance of IT services, enabling data-driven decision-making for continuous improvement.
- Continuously evaluated emerging trends in IT service management, staying abreast of industry advancements to maintain a competitive edge in delivering superior services.
- Oversaw IT department operations and training.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Optimized resource allocation by effectively prioritizing and managing multiple projects simultaneously.
- Reduced downtime and increased user productivity by proactively identifying potential IT issues and addressing them promptly.
- Led cross-functional teams in executing complex infrastructure projects, resulting in improved network performance and security.
Service Management Specialist
Mphasis An HP
08.2005 - 03.2014
- Actively participated in business development activities to identify new opportunities for expanding our portfolio of services.
- Managed a diverse team of professionals, providing mentoring opportunities that fostered career growth for individual employees while improving overall team performance levels.
- Led root cause analysis investigations into recurring problems, resulting in long-term solutions that reduced future incidents significantly.
- Created detailed documentation for all service management procedures, ensuring consistency in operations and ease of reference for staff members.
- Ensured compliance with industry best practices by conducting regular audits and implementing corrective actions when needed.
- Reduced customer complaints by streamlining communication channels and setting performance standards for the team.
Education
Bachelor of Arts - Sociology
Mumbai University
Mumbai 04.2001 -
Skills
Change Management
Problem Management
Major Incident Management
Problem analysis
Incident management
Stakeholder management
ITIL framework
Service improvement
SLA management
Customer communications
Escalation management
Customer service
Problem-solving abilities
Team leadership
Excellent communication
Certification
SIAM (Foundation)
AWARDS
Extra Mile Award for excellent contribution in Problem Management, Appreciation Certificate for excellent, Above & Beyond Performance -Q4-'2022
Declaration
I declare that the information and facts stated above are true and correct to the best of my knowledge and belief.
Tharanidevi Fernandes
Timeline
IT Service Manager
Capgemini
04.2014 - Current
Service Management Specialist
Mphasis An HP
08.2005 - 03.2014
Bachelor of Arts - Sociology
Mumbai University
04.2001 -