Vivek Kumar Vishwakarma
Manama
Summary
18+ years of experienced in service delivery, infrastructure management, and project execution across the Middle East and India. Proven success in managing large-scale IT operations, driving process improvements, and delivering business-aligned technology services. Certified in ITIL, MCSA, and Project Management Professional (PMP), with deep expertise in stakeholder engagement, SLA governance, and cross-functional Teams.
Overview
19
19
years of professional experience
1
1
Certificate
1
1
Language
Work History
Service Delivery Leader
Kanoo Elite
04.2022 - Current
- Company Overview: Kanoo Elite is a digital transformation services firm that assists in transforming businesses by reinventing and enhancing business models
- Enhanced core focus area: Product life cycle (Build-Deploy-Run), Project Management, Service Delivery, Operations Management
- Streamlined processes and improved revenue management in automotive, mechanical/industrial engineering, and software sectors
- Accountable for providing a combination of advisory, implementation, sustenance and governance services to ensure successful delivery
- Delivered successful projects in IT Service Management (ITSM) and operations of IT Infrastructure Services focusing on improving Connectivity, Collaboration, Virtualization, and overall IT Operations Performance
- Ensured customer satisfaction by maintaining focus on all activities and taking overall responsibility for relationship retention, effectively addressing any issues/disputes raised by customers or clients
- Delivered managed services to meet performance expectations and implemented service improvements through utilization of various technological expertise
- Successfully oversaw P&L management for Service Line, Region, Vertical, and Risk Management during execution of diverse projects
- Successfully contributed to the achievement of organizational objectives by effectively reviewing and preparing business strategy documents, resulting in increased profit margins
- Implemented processes, policies, templates/checklists, Facilitate Process Automation, establish inter-process functions, facilitate Process managers to establish control, Conducting Process Training in line with ISO 2000 & ITIL framework
- Kanoo Elite is a digital transformation services firm that assists in transforming businesses by reinventing and enhancing business models
Service Delivery Manager
Hewlett Packard Enterprises
09.2017 - 03.2022
- Responsible for overseeing the planning, transition, and delivery of IT management services to various customer sites in North India locations, including B2B contract management with partners
- Oversaw a project location with 100+ team members handling various aspects such as Service Desk, Desktop Engineers, Network, Security and Data center Operations
- Developed strong vendor relationships and effectively executed end-to-end contract management, including negotiation, SOW finalization, and project costing
- Enhanced clarity of service accountabilities by devising and communicating RACI charts to multiple technology teams, consolidating understanding between customer and outsourced service providers
- Refreshed and maintained data center infrastructure, managed procurement life cycle and ensured asset maintenance
- Monthly /Quarterly/Yearly report publication and customer meetings as per agreement to review SLAs/OLAs and Improvement initiatives
- Managed team to adhere to Quality Management System processes and standards, resulting in high customer satisfaction on support interactions
- Enhanced business potential through the implementation of Service improvement Plan, Technology refresh, and transformation of IT infrastructure at existing customer location
Project Lead
Manpower International
10.2015 - 07.2017
- Successfully delivered IT Infrastructure projects within established timelines, budgets, scopes, and quality standards
- Delivered and managed major changes, new services, and other local/global IT initiatives
- Oversaw all local and regional infrastructure projects, services, and operations
- Implemented ITIL based service delivery and support processes
- Supervised the overall functioning of IT infrastructure, EUC support, IT procurement budget tracking, system performance monitoring, vendor management, and operations
Project Lead - Service Delivery
HCL Infosystem Ltd
01.2014 - 10.2015
- Supervising and perform the overall functioning of IT Infrastructure, Budget Tracking, System Performance, Vendor management, Data Center, Network, Internal Project (ongoing) and coordination with various offices in APAC
- Team Management, Project Management and performance monitoring of Data Center
- Monitoring and performing the services delivery, IT Helpdesk System, service review (SLA, Incidents), planning and action for service improvement with Internal and Global IT Team
Sr. IT Executive
Asia Pacific Accor Advantage Plus
01.2010 - 01.2014
- Management and Maintenance Call Centers, Telephony, VOIP, Alcatel Omni PABX, Call Recorder Leading team of 14 peoples for Asia Pacific IT operation
- Creation of service order & payment process, IT Asset Procurement, Logistic & IT Budget Tracking
- Managed and maintained Windows-based servers, Active Directory, and email server (Exchange)
Team Leader - IT Support
Accel Frontline Ltd
04.2006 - 01.2010
- Management of 13 person team on resident site
- Ensuring all established processes are being practiced for IT operations & interfacing with FM operations and support desk
- Steering SLA & Incident management as per service delivery agreement
Education
Bachelor of Computer Applications - Computer And Information Systems
Skills
- Customer satisfaction
- Business analysis
- Incident management
- Service level agreements
- IT service management
- Service delivery optimization
- Teamwork and collaboration
- Team leadership
- Project management
- Project planning
- Process improvement
- Performance metrics
- Budget management
- Financial analysis
- Key performance indicators
- Vendor management
Certification
- Project Management Professional (PMP) - valid till NOV2025
- ITIL V3 Certified ,
- ISO 20000 Lead Implementor
- Project Manager Certificated from American council of Education
Timeline
Service Delivery Leader - Kanoo Elite
04.2022 - Current
Service Delivery Manager - Hewlett Packard Enterprises
09.2017 - 03.2022
Project Lead - Manpower International
10.2015 - 07.2017
Project Lead - Service Delivery - HCL Infosystem Ltd
01.2014 - 10.2015
Sr. IT Executive - Asia Pacific Accor Advantage Plus
01.2010 - 01.2014
Team Leader - IT Support - Accel Frontline Ltd
04.2006 - 01.2010
IEC University India - Bachelor of Computer Applications, Computer And Information Systems
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
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