IT Service Delivery Manager & Consultant
Rajneesh Kumar Sharma
Tata Consultancy Services Limited
Toronto,ON
1
Certification
18
years of professional experience
I'm an IT Service Management Lead & Consultant working at Tata Consultancy Services (TCS), a leading global IT services and consulting company. With over 18 years of experience in IT service management, I have a proven track record of delivering high-quality and customized ITSM solutions to various multi-national clients across different industries and regions. I hold a Master's degree in Business Administration and Management, and I am certified as a Project Management Professional (PMP). I am passionate about enhancing the efficiency, quality, and reliability of IT services by applying my skills and knowledge on ITIL, ServiceNow Administration, Lean/Six Sigma Quality, and Project Management. I lead a team of consultants who work collaboratively with the clients to understand their business objectives and strategies, and to design and implement service management processes that align with their needs and expectations.
Work History
IT Service Delivery Manager & Consultant
1 Year 10 Months- Leading a team of onshore & offshore subject matter experts to deliver IT Infrastructure services to large multi national customers. While working as a Delivery Manager I'm responsible for:
- Team Coordination: Directs offshore teams and tower leads to manage milestones, resolve issues, and track actions.Governance & Reporting: Oversees regular reviews (daily to quarterly), manages dependencies, and owns service-level reporting and escalations.Transition Management: Drives operational readiness, knowledge transfer (KT), cutover planning, rollback preparedness, hypercare, and final handovers.Cross-Functional Collaboration: Partners with regional leaders, program management, and diverse IT units (Security, Network, Service Desk, Infrastructure).Documentation & Assurance: Creates high-quality Standard Operating Procedures (SOPs), runbooks, and risk mitigation strategies to ensure business continuity.
- Strong communication and collaboration across business and technical stakeholders. Structured documentation, governance, and delivery accountability. Successful execution of migration, cutover, hypercare, and service-risk situations.
- Improved customer satisfaction through prompt resolution of IT issues and consistent communication.
- Developed and introduced IT strategies to improve operational efficiency.
- Optimized IT infrastructure, streamlining operations for increased productivity.
- Enhanced IT support with comprehensive documentation of common issues and resolutions.
- Managed revenue and cost margins for my current projects.
- Tracked, Measured and Reported resource units (RUs) including the overall monthly billing for the project.
ITSM Manager & Consultant
10 Years 10 Months- Working as an ITSM and Cross Functional Lead with the responsibility of Process design and Implementation for various Projects & Organizations across US, India & Canada
- Performing Process Maturity assessments for large customers to identify existing gaps and further propose improvement opportunities/ enhancements
- Currently leading a team of 11+ associates responsible for managing Incident Management, Problem Management and Asset & CMDB Management etc. for large Multinational Fortune 500 client
- Responsible for People Management including Attrition management, productivity, employee morale, resource allocation and utilization, team motivation and skills training in the team
- Owning and driving the Global Major Incident Management process wherein, I'm working on identifying & analyzing the critical outages in the environment and further, working in collaboration with various Stakeholders, Vendors, Product Owners and Subject Matter Experts to resolve critical Issues & Outages on priority
- As a Major Incident Manager, I'm responsible for triaging and expediting the resolution of Major Incidents by driving Major Incident bridge calls. Leveraged MIM workbench & MIR3 messaging tools including Report writing and dashboard creation features within ServiceNow to effectively handle & manage Major Incidents
- Leading from the front and guiding/rostering team including On-call resources to ensure optimum performance and timely resolution of critical issues & outages. Also, responsible for developing and tailoring appropriate and timely communications to C level executives and Senior Leadership within and outside the Organization
- Conducting & Analyzing Voice of Customer surveys including Transactional CSAT's with the help of Customer leadership to identify improvement opportunities
- Developing and delivering executive-level briefings, presentations, and reports on ITIL processes
- Performing Quality audits on incidents, problems and changes closed in the environment and further, leveraging my expertise and conceptual knowledge to improve Quality of service being delivered to the End Users. Defining and proposing metrics and SLA parameters for Infra Service towers through benchmarking and SLA base lining. Analyzing and Identifying issues through metrics like Incident MTTR, Re-opened Incidents, Incident Hop count and Response & Resolution SLA etc. and further, working with the respective teams to improve overall process maturity
- Perform Trend analysis of Incidents, Tasks & Change Requests to analyze work volume and further, assist Management & Organization in resource planning, shift left and Resource estimation/optimization
- Identify redundant & ineffective Systems/Configuration Items through recurring Incident analysis and address painful CIs through problem management process
- Analyzing and addressing Problem & Incident backlog through daily/weekly Scrum calls to control operations
- Collaborated with cross-functional teams to streamline processes and enhance project outcomes.
- Analyzed client requirements to develop tailored solutions and improve service delivery.
- Conducted market research to identify trends, informing strategic recommendations for clients.
- Developed comprehensive reports summarizing findings and proposed strategies for client presentations.
- Facilitated workshops with stakeholders to gather insights and drive decision-making processes.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
IT Asset & Vendor Management Lead
1 Year 7 Months- Took the Responsibility of End-to-End Management of Asset Management Database
- Was also Responsible for establishing logical & physical relationships in BMC Remedy Asset Mgmt. database
- Maintained accuracy of Configuration Management Database through regular updates and reconciliation through Microsoft SCCM software
- Led a team of IT Asset Managers, Vendor Managers & Configuration Managers (CMDB) to improve process maturity & compliance
- Responsible for implementation of Software Asset Management including ensuring Software license compliance & harvesting through analysis and software metering
- Responsible for tracking & monitoring vendor performance including Dell, HP & Lenovo and further, coordinating and communicating with them on delivery and service issues
- Maintaining accuracy of Asset Management database in BMC Remedy through periodic updates and audits
- Working with licensing team in maintaining Software License Compliance at enterprise level through reconciliations and physical aspects of Infra devices
- Led from the front and took ownership of analyzing, tracking and reporting SLA & performance metrics of Asset Management inventory system including Asset Utilization, Ticket Response & Resolution adherence times
- Performed Physical Asset Inventory (PAV) reconciliation through Bar code scanners and further, introduced changes in terms of Assets being monitored/handled in IT Stores
Senior Executive
4 Months- Responsible for ensuring smooth & hassle-free IT service to Fiserv End Users. Handled Software licensing requests and implementing/authorizing Software installation on PCs.
- Reconciling software license inventory through SCCM & financial sources and further, removing unauthorized installations
- Handling requests related to Issuance of IT Assets (Both Hardware & Software) and ensuring compliance/accuracy of Asset Inventory
- Worked on software license harvesting through true-ups to achieve cost optimization and ensure software license compliance
Asset Management Analyst
3 Years 4 Months- Prepared Golden data through various sources using Microsoft Access Databases and further, won multiple Rewards & Recognition for improving accuracy, efficiency and Asset Utilization percentage for Fortune 500 clients
- Responsible for designing & automating the periodic CI audit/reconciliation process by building database and configuring formulas/queries in Microsoft SQL, Microsoft Access & MS Excel
- Responsible for maintaining logical & physical relationships between various IT components in Asset Management Database and Identifying improvement opportunities in Asset Management Database
- Implementing solutions on Reinforcing Data Integrity and innovative ideas on data standardization/consistency and data normalization in Asset Management database
- Responsible for maintaining/improving Global health scorecard
- Responsible for Reconciling Asset Inventory with various data sources like SCCM, AD etc. to improve inventory accuracy
- Responsible for keeping Non-Productive percentage under check by preparing regular status reports
- Responsible for Tracking & Updating of Asset Management Inventory and further, working with local desktop teams on Asset Refresh/Lifecycle activities
Education
MBA - Business Administration and Management
Bachelor of Science - Mathematics
Skills
Project Management
PMP
IT Service Management
ITIL Implementation
Incident Management
Major Incident Management
Problem Management
IT Change Management
IT Asset & Configuration Management (CMDB)
Lean & Six Sigma Quality Management
Service Level Management
Vendor & Supplier Management
Contract Management
Certified ServiceNow System Administrator
Knowledge Management
Risk Management
Customer Service & Escalation Management
Data analytics
Client relationship management
Performance improvement
Project implementation
Billing & invoicing
Service desk oversight
Analytical thinking
Business analysis
Certification
- Project Management Professional (PMP)
- Lean & Six Sigma Green Belt from TCS & DXC Technologies Pvt. Ltd.
- ITIL Release, Control and Validation Training & Certification (Intermediate Level)
- ITIL Operational Support and Analysis Training & Certification (Intermediate Level)
- ServiceNow System Administration Training & Certification
- Growth & Transformational Leadership Program from Fisher College of Business Executive Education
IMMIGRATION STATUS
- Valid USA Work Visa and USA Visitor Visa
- Valid Canadian Open Work Permit and Canadian Visitor Visa
- Indian Passport & Citizenship
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Professional Working
Timeline
IT Service Delivery Manager & Consultant
Tata Consultancy Services Limited
08.2024 - CurrentRead More
ITSM Manager & Consultant
Tata Consultancy Services Limited
10.2013 - 08.2024Read More
IT Asset & Vendor Management Lead
Wipro Limited
03.2012 - 10.2013Read More
Senior Executive
Fiserv
11.2011 - 03.2012Read More
Asset Management Analyst
DXC Technologies
07.2008 - 11.2011Read More
Punjab University
Bachelor of Science from Mathematics
Read More
Punjab University
MBA from Business Administration and Management
Read More