Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Timeline
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Deepika Sethumadhavan

Ottawa,Canada

Summary

Results-driven Service Delivery Manager with a solid background in Service Operations within MSP environments. Known for precision, efficiency, and a methodical approach to managing tasks, with a strong ability to quickly learn and adapt to new technologies and processes. Skilled in fostering team collaboration and high-performance cultures through strong leadership and interpersonal communication. Consistently exceed SLAs and drive customer satisfaction by delivering innovative, service-focused solutions.

Overview

12
12
years of professional experience

Work History

Service Delivery Manager – Service Operation (MSP)

Thrive
Ottawa, Canada
02.2022 - 09.2024
  • Led and coached a high-performing regional managed services team, driving service excellence, cybersecurity initiatives, and career development.
  • Consistently exceeded SLAs across Email, Phone, Event, Incident, Problem, and Change Management by aligning operations with business objectives.
  • Enhanced threat detection and response by implementing CrowdStrike Falcon and ITIL-aligned best practices.
  • Acted as the primary escalation point for technical and customer service issues, maintaining high client satisfaction.
  • Conducted annual reviews and ongoing mentorship, fostering a culture of accountability and continuous growth.
  • Supported recruitment efforts and led service roadshows, increasing client engagement and showcasing new offerings.
  • Played a key role in deploying the AWA module in ServiceNow, demonstrating adaptability in fast-paced environments.

First Line Manager/Technical Lead

Mindtree
Bangalore, India
11.2020 - 09.2021
  • Transitioned enterprise clients to steady-state operations by leading pre-Go-Live planning, delivery reviews, and stakeholder engagement.
  • Customized and deployed ServiceNow, including SmartIVR automation, reducing service desk volume and improving adoption.
  • Increased operational efficiency by 15% through automation of workflows and reporting.
  • Mentored analysts through structured one-on-ones, enhancing team capability and career growth.
  • Integrated Mandiant EDR tools (HX, NX) to improve cybersecurity posture.

First Line Manager

IBM
Bangalore, India
11.2012 - 08.2020
  • Delivered consistent SLA performance while mentoring senior analysts and growing the Line of Business in collaboration with project leaders.
  • Led multiple account transitions, ensuring smooth onboarding and knowledge transfer.
  • Implemented IBM Watson AI to automate chat support, reducing live agent dependency and improving efficiency.
  • Contributed to a 65% backlog reduction, 98.95% KB utilization, and a 10% FCR improvement by championing Agile practices.
  • Gained foundational cloud expertise (MS Azure, AWS) during LOB transitions.
  • Directed ISO audits and Process Delivery Reviews with zero non-conformities, reinforcing compliance and quality standards.

Education

B.E. - Electronics and Communication Engineering

Dr. N.G.P Institute Technology
Coimbatore, Tamil Nadu, India
07.2012

Skills

  • Tools: ServiceNow, CITRIX, Automation Anywhere, ITSM, Maximo, Active Directory, Trello, Bluesight, Mural, BrightGauge, ConnectWise, Webroot, SpamTitan, Field Effect
  • Skills: C/C, MS Office, Agile
  • Networking: Networking Concepts
  • Cybersecurity: EDR, CrowdStrike Falcon, Mandiant HX/NX
  • Knowledge: ITIL IPCR (Incident, Problem, Change, Release Management), Project Management

Accomplishments

  • Received the Partnership Award for successful project transition.
  • Earned client appreciation for implementing the ticket system and providing Knowledge Transfer.
  • Honored with the Best Team Leader award for three consecutive months post-account launch.
  • Led one of the two GTS Transformation 2.0 projects (Globally Integrated Delivery), successfully implementing it and receiving recognition from senior management.
  • Managed accounts awarded 'Best Accounts' in DWS SD for 2017 and 2020.
  • Completed IBM Swivel Desk process simulation and trained the team on it.
  • Acted as SPOC for creating DIY training videos to promote self-learning for customers and internal teams.
  • Served as SPOC during the AVPN infrastructure migration (Avaya Telephony), ensuring no impact to clients or IBM during planned outages.
  • Successfully completed the CTS/L2 transition, receiving high praise from the client and account team.
  • Awarded Best First Line Manager in 2020, along with other honors such as the Bravo Award, Best Performer, and Best Individual Contributor.

Training

  • Successfully completed the Six Sigma Yellow Belt Project on FTF Reduction.
  • Completed the Automation Anywhere Master Certification.
  • Completed the ITIL Foundation Course and have achieved the ITIL V3 Foundation Badge.
  • Completed the Agile Training and have achieved the Agile Explorer and Practitioner Badge.
  • Completed the Big Data Course and have achieved the Big Data Foundation Badge.
  • Completed the WebEx session for PMP and agile project management.
  • Completed the Microsoft Azure Fundamentals Certification.

Timeline

Service Delivery Manager – Service Operation (MSP)

Thrive
02.2022 - 09.2024

First Line Manager/Technical Lead

Mindtree
11.2020 - 09.2021

First Line Manager

IBM
11.2012 - 08.2020

B.E. - Electronics and Communication Engineering

Dr. N.G.P Institute Technology

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Deepika Sethumadhavan