Vipin Kumar

Results-driven IT Service Delivery Manager with over 21 years in designing and implementing processes across application, hardware, storage, networking, and cloud operations. Led technology transitions that enhance competitive advantage while optimizing efficiencies. Skilled in building high-performing IT teams and enhancing customer satisfaction through effective service delivery strategies.

• ITIL V4 Foundation
• ITIL V4 CDS (Specialist)
• AWS Cloud Practitioner
• Azure Fundamental
• PMP Training, Planned
• MCP, MCSE, MCDBA (Expired)
• CCNA, Expired
• HP UX Certified 11iv3, Expired
• Brocade BCFA, Expired
• Hitachi Storage Certification, Expired
• HP Data Protector, Expired
• HP ASE Storage, Expired

• IT Infrastructure Management
• AWS, Azure, GCP Cloud operations
• DC Operation Management
• Innovation
• Event Management
• Technology Optimization
• Change Management
• In-Flight Projects
• Demand & Delivery Management
• Project Management
• Tools & Automation
• Vendor Relations & Negotiations
• IT Security & Audit Compliance
• Strategic Roadmaps
• Enterprise Integrations
• Contract management
• Operational Efficiency
• Staff Leadership
• Staff Augmentation
• BCP & Disaster Recovery
• Budgeting & Monthly Billing
• PIP
• Cost-Saving Initiatives

Guide and support the growth and success of delivery projects through strategic analysis and project management. Operations expert with strong business judgement skills and partners heavily with internal and external organizations. The responsibilities spread across strategic, operational, and tactical business deliveries.

• Governance: C-Level service line Dashboard which containsITSM gauges along with breaches, reporting via Weekly & Monthly Service Review Deck with customer & key stakeholders.
• Contract compliance: Oversaw 99% compliance with meeting SOW, SLA and KPIs in accordance with the Master Services Agreement
• Process Improvement: Expertise in ITIL Incident/Change/Problem/Release Management including RCA analysis & MIM Process, implemented several workflows in ITSM tool to avoid breaching processes & expedite the approval process.
• Improved Customer Satisfaction: Collecting Customer Monthly Service Review Feedback, Service Now Transactional CSAT & DSAT, Survey Monkey for NPS Score, annually collecting VOC (Voice of Customer), appropriate Plan of action for DSAT
• MIM for HPI’s Break Fix: Always on top of each high-priority incident over the bridge along with the customer, ensure the MIM process is followed correctly and quick resolution or temporary workaround to avoid major business impact.
• Innovation & Automation: Drove use of AI Tools, also analyzing monthly tickets dump from event management tool, which can be automated either through Manual scripts or through Automation tool to achieve significant Incident reduction rate
• Value Add & CSIP: Motivating to team to generate Value add ideas, Proposing to customers 30-60-90days SIP plan in every quarter
• Risk Management: Identify the Risk > Impact analysis > assigning Owner > define Criticality > Acceptance > Mitigating > Closer
• Audits (Internal/External): Responsible to achieve 95% + score in both customer Audits including SOC & security penetration testing.
• Budgeting: Preparing Departmental budget by using the Bottom-Up approach, sharing with Sr. Management to include in Master Budget, which includes Capex, OPEX, and cost buffer.
• P&L, Cost Control: Review the balance sheet shared by Finance on every month, Ensure monthly Cost should not breach the defined budget boundary and the margin should be intact as per the Deal sheet or MSA without any Revenue leakage.
• Billing & Invoicing: Collecting Device count & doing a monthly charge back to the customer as per the Deal Sheet or billing model, which includes FTE-based, T&M staff billing if any, Validating AWS, Azure & 3rdParty Vendor Invoices & authorization on behalf of the customer,
• People Management: Recruitment, performance management, Training and Career Development of teams to manage operations delivery. Analyze Staff Resource Utilization / Optimization, and ensure Skip level meetings with SLM regularly
• Lean IT: Collaboration & Cross skilling, reduced headcount by 20% while supporting 35% more business functions. Delivered content to enable internal trainingand knowledge base. Assigned all Level 1/2 task to the common team in respect to multiple different technologies, based on Lean IT methodologies.
• Documentation & Central repository: Reviewing HLD, LLD, design document, Run Book, SOP, KB Articles, Weekly / Monthly / Quarterly customer review decks, Capacity, Availability & contractual reports with trend analysis and forecasting.
• Vendor Management: Build a relationship with the vendor with a monthly review on behalf of the customer, Vendor On-boarding in ITSM
• Transition: Having good exposure in BAU. Service transition from service partner & parallel run until came out from SLO period, stabilize steady state.
• Transformation: Having exposure in Data Centre hardware refresh, DC Migration, lift & shift, Cutover, Pilot Run & Go live