Madhan Kumar Sampath

Service Delivery Manager

Transformational leader with 20+ years directing complex IT service delivery and operational teams, now pivoting expertise to social services. Combines technical acumen (ServiceNow, Power BI) with a passion for stakeholder-centric program management. Proven ability to optimize systems, lead cross-functional teams, and deliver measurable improvements in service quality

Strategic Leadership & Service Delivery

• Spearhead end-to-end delivery of IT infrastructure services for 150+ locations, managing $4M annual budget and 22 FTEs
• Implemented enterprise monitoring framework (Splunk/Power BI) reducing critical incident detection time from 4hrs to 15min
• Led COVID-19 remote work transition, deploying Azure Virtual Desktop for 3,000+ staff with 99.98% uptime

Stakeholder & Vendor Management

• Chair biweekly governance meetings with C-suite (CIO/CFO) to align IT spend with organizational strategic priorities
• Negotiated 15% cost reduction in managed services contract with HCL Technologies while improving SLA compliance to 98.7%
• Partnered with EHR vendor Epic Systems to integrate 9 legacy applications, eliminating $750K in annual maintenance costs

Process Improvement & Compliance

• Designed ITIL-based incident management playbook adopted as global standard across client’s 12-country operations
• Conducted quarterly SOC 2 audits, achieving zero non-conformities for 3 consecutive years
• Mentored 6 team members for ITIL/Microsoft certifications, boosting team capability metrics by 40%

Data-Driven Decision Making

• Developed predictive analytics model using Power BI/SQL that reduced server downtime by 35% through proactive maintenance
• Automated monthly KPI reporting (previously 120 person-hours/month), freeing staff for strategic initiatives

Key Achievements for Service Delivery Manager Alignment

✅ Human Services Parallel: IT service delivery framework reduced client wait times by 50% (analogous to improving Income Support processing)
✅ Stakeholder Collaboration: Resolved 100+ cross-departmental conflicts through mediation techniques during major system migrations
✅ Crisis Management: Led 24/7 war room during ransomware attack, restoring all critical services within 18 hours (demonstrates emergency response capability)

ITIL V3

ServiceNow Foundational Course

Six Sigma (Yellow Belt)

Bachelor’s in Mechanical Engineering