Tushar Mule
Service Delivery Manager
Pune
Summary
Dynamic Service Delivery Manager with a proven track record at Atos Global IT Solutions, excelling in SLA management and client engagement. Expert in incident management and business continuity, driving operational efficiency and compliance. Adept at fostering stakeholder relationships and implementing continuous improvement initiatives to enhance service quality and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Service Delivery Manager
Atos Global IT Solutions
10.2021 - Current
- Managed end-to-end service delivery for a large finance client, ensuring SLA/KPI compliance, and high service availability.
- Served as the primary client interface, handling escalations, stakeholder communication, and service governance meetings.
- Led incident, problem, and change management processes to minimize business impact, and improve service stability.
- Drove continuous service improvement (CSI) initiatives to enhance operational efficiency and customer satisfaction.
- Ensured adherence to ITIL standards, risk, compliance, and audit requirements relevant to financial services.
Business Continuity - Senior Consultant
BNP Paribas
09.2020 - 04.2021
- Led and executed enterprise Business Continuity Management (BCM) programs for a global banking client, ensuring the resilience of critical business processes.
- Conducted Business Impact Analyses (BIA) and risk assessments to identify critical functions, recovery objectives (RTO/RPO), and dependency gaps.
- Designed, reviewed, and maintained BCP and DR plans, ensuring alignment with regulatory, audit, and internal governance requirements.
- Planned and facilitated BCP/DR testing, simulations, and crisis management exercises, driving continuous improvement and operational readiness.
- Ensured compliance with ISO 22301, regulatory standards, and internal policies; supported audits, and senior management reporting.
Associate Process Manager
Eclerx
09.2019 - 09.2020
- Led business continuity and resilience programs across multiple processes and client engagements, ensuring the protection of critical operations.
- Conducted a Business Impact Analysis (BIA) and risk assessments to define critical functions, dependencies, and recovery objectives (RTO/RPO).
- Developed, reviewed, and maintained BCP and DR documentation, ensuring alignment with client requirements and industry best practices.
- Planned and executed BCP/DR tests, tabletop exercises, and crisis simulations, identifying gaps, and driving continuous improvement.
- Supported client audits, regulatory reviews, and governance reporting, ensuring compliance with BCM frameworks and organizational standards.
Business Continuity Analyst
Accenture
05.2014 - 09.2019
- Led Business Continuity Planning (BCP) and Disaster Recovery (DR) activities for large enterprise clients, ensuring compliance with ISO 22301 and internal resiliency standards.
- Conducted Business Impact Analyses (BIA) to identify critical processes, define RTO/RPO, and align recovery strategies with business priorities.
- Planned and executed BCP/DR tests and crisis simulations, analyzed results, closed gaps, and improved organizational resilience.
- Collaborated with IT, infrastructure, security, and application teams to embed continuity requirements into production and non-production environments.
- Developed and maintained BCP documentation, risk assessments, and audit evidence, supporting successful internal and external audits.
Food and Beverage Server
Hard Rock Cafe
09.2012 - 01.2014
- Cleaned and set up tables to promptly seat guests and reduce wait times.
- Greeted guests warmly to foster welcoming environment.
- Provided training assistance for new hires, helping them acclimate quickly to restaurant procedures and expectations for excellent service delivery.
- Collaborated with kitchen staff to ensure timely delivery of food orders, resulting in positive feedback from customers.
- Providing excellent customer service, successfully upselling relevant products and services for increased customer satisfaction.
- Adhered to health and safety standards while handling food and beverages.
Management Intern
The Zuri Hotels
10.2009 - 02.2010
- Performed data and information management by logging information.
- Developed relationships with wide range of employees, customers and vendors.
- Implemented time-saving techniques that improved overall workflow efficiency within the intern team.
- Collaborated with industry professionals to learn internal business processes and best practices.
- Conducted market research to identify potential business opportunities and areas for improvement in existing services.
- Assisted executives with information distribution and meeting minutes documentation.
Management Intern
Sun N Sand Holidays
10.2007 - 01.2008
- To deliver high-end service experiences to HRC's guest list.
- Maintain the general upkeep, mise en place, and mise en scène for the restaurant.
- Responsible forSOPs and committed to providing excellent and very personalized services to guests.
- Take care of special requests for various occasions.
Education
Bachelor of Science - Hotel And Tourism Management
S.P. More Foundation
Navi Mumbai - Panvel 04.2001 -
Skills
Service Delivery & SLA Management
Stakeholder & Client Management
Incident, Problem & Change Management (ITIL)
Vendor & Cross-Functional Coordination
Reporting, Governance & Continuous Improvement
Business Continuity & Resilience Management
Business Impact Analysis (BIA) & Risk Assessment
Crisis & Incident Response Management
Audit, Compliance & Client Assurance
BCP Testing, Exercising & Validation
Timeline
Service Delivery Manager
Atos Global IT Solutions
10.2021 - Current
Business Continuity - Senior Consultant
BNP Paribas
09.2020 - 04.2021
Associate Process Manager
Eclerx
09.2019 - 09.2020
Business Continuity Analyst
Accenture
05.2014 - 09.2019
Food and Beverage Server
Hard Rock Cafe
09.2012 - 01.2014
Management Intern
The Zuri Hotels
10.2009 - 02.2010
Management Intern
Sun N Sand Holidays
10.2007 - 01.2008
Bachelor of Science - Hotel And Tourism Management
S.P. More Foundation
04.2001 -