Manager Service

Key Skills

Profile Summary

Strategic IT Planning & Operations

IT Infrastructure Management

IT Security, Risk and Compliance

Project Execution/ Service Delivery

Data Analytics/ Business Intelligence

Client/ Vendor Engagement

IT Transformation & Digitalization

Budgeting & Costing

ERP/ New System Implementation

End to End IT Procurement

Team Building & Leadership

ITIL-SIAM Process Architect

Soft Skills

Certifications

ITIL V3.0 Expert, Axelos-Dec’19

CCNA Certification, Cisco-Mar’05

Microsoft Exchange Server Administration-Jun;08

Certification Programme - Vyom Labs- Apr’18

A target-oriented professional with nearly 21 years of experience in driving vision and road mapping across IT Infrastructure Development, Strategy Formulation, Project Management, Digitization, ERP Implementation, GAP Analysis and Technological Expansions.

Experienced Consultant with a solid and rich background in business process re-engineering. has extensive experience in leading Service Management programs with a regional and global scope.

Design SIAM, ITIL based ITSM processes framework & methodologies tailored to enterprise IT & business needs using process design best practices

Analyze Stakeholder value drivers/needs and business/IT pain points and suggest on ITSM/ITIL implementation scope

Contribute to Vision Mission drafting, gap assessment, roadmap formulation and process design.

Suggest suitable assessment framework and Conduct AS-IS assessment and Gap Analysis against To be state, and presented the report.

Suggest process design and implementation roadmap.

Design required process documentation and artefacts (SLA,service catalogue etc.)

Provide RACI and Job descriptions for ITIL practitioner roles within Burckhardt enterprise IT

Create ITSM process documentation including Process Design Specifications, work flows policies, procedures, metrics, and user training and surveys

Planned & developed IT solutions involving development of cloud-based applications and selection of appropriate technology for timely & successful completion/ delivery of the projects

Highly skilled in formulating budgets and devising corporate IT initiatives, conducting root-cause analysis and accordingly implementing infra solutions

Rich experience in end-to-end IT project planning & implementation including scope management, IT hardware/ software planning, activity sequencing, cost estimation, risk analysis and quality management

A technocrat with extensive exposure in IT Infrastructure Development, Disaster Recovery, Technical Support, Network Architecture, Asset Management, ITIL Framework Implementation, Enterprise Security & so on

Strategist & implementer with recognized proficiency in spearheading business with an aim to accomplish corporate plans and goals successfully

An effective leader with capabilities in motivating teams and maintaining deliverables as per the defined guidelines and customer insights along with elevation of service standards for operational excellence

IT Procurement and Vendor management – capable of handling end to end IT related Procurements.

Education

Pursuing Executive MBA in Product Leadership (EMBA) from MIT University

Pursuing Global Certificate in Data Science from Insaid International School of AI and Data Science

Bachelor of Commerce from Mumbai University, State Board Mumbai, Maharashtra in 2000

Key competencies

ITSM & SIAM based Architecuture Building.

IT Process Management

IT Advisory services

IT Audit services

IT Process implementation & guidance.

Competencies in SIAM, ITIL, COBIT, ISO 20000, ISO 27000 .

IT Service Management and IT service Delivery

ITSM Tools –

oService Now

oRemedy

oKayako

Tools Known

MS Visio Online 2/2013

Advanced MS Office (Word, Excel, Power point)

SharePoint as user

BMC Remedy Interface knowledge ( Incident, Change, Problem, CMDB & Asset Management Modules)

Service Now – Administration & Development.

Career Timeline (Recent 6)

Work Experience

Since Jun’17 with Burckhardt Compression (India) Pvt. Ltd., Pune, Maharashtra as Information Technology Practice Head

Key Result Areas:

Leading a team of 53 members and spearheading end-to-end IT Systems & Deliverables; planning & supervising technology changes and rendering technical leadership in terms of all process & Architectural disign of Application, Projects, Infrastructure and Security

Help mapping the processes with the ITSM tool.

Design continual service improvement and performance measurement framework

Give recommendations for improvement, and provide a process improvement plan.

Suggest/Use organizational change management methods(like JP kotters 8 steps) for successfully bringing change

Help ITIL roles (Incident manager change manager etc )to align with new processes

Facilitate the collection of requirements and activities of the program team. Collaborated with each of the ITSM Process Owners/Managers and hold regular team meetings to resolve any issues related to process implementation.

Provide daily management and oversight of program tasks and coordinated the activities of the project team and other stakeholders.

Devising strategic technology roadmap initiatives, providing strategic vision and ensuring that the company's IT infrastructure provides a high degree of security

Creating and implementing policies & procedures for all IT platforms.

Administering the planning, selection & purchase of IT stuff; ensuring all investments are compatible with the strategic technology plan

Enhancing customer delight by technology initiatives, thereby increasing share of the wallet

Mentoring & monitoring the performance of team members to ensure efficiency in process operations

Service Now implementation and with process re designing sutiable to business requirements.

Previous Experience

Dec’15-Jun’17 with Wipro Ltd., Pune, Maharashtra as Manager IT

Headed Service Quality Team for Wipro's biggest telephone domain clients NOC Operations for Service Excellence. – Team Size-4 Service Quality Professionals.

Headed Service Operations Team for Manufacturing Domain Client in Automobile Sector of Service Desk Operations. – Team Size -46 Team Members.

Headed Service Operations Team for Pharma Company in Pune for Service Desk Operations support, Network Management and Datacenter Support – Team Size 42 IT Professionals.

Senior Quality Manager for Service Delivery Projects responsible for service quality assurance.

Sep’13-Dec’15 with Vyom Labs Private Limited, Pune, Maharashtra as Sr. Consultant

Working on Leadership position to support strategic direction for support and implementation teams for implementing end to end solution irrespective of platform it may be Service Now, Remedy or RPA (AE).

Leadership provide to Full Cycle implementation of ITSM tool Remedy 3.0 to 7.0 with customized designing processes based on ITIL best practices – Processes defined are Incident Management, Problem Management, Change Management Knowledge Management & IT Service Request fulfilment for Vyom's various clients within India & Outside India mostly in middle east.

Leadership provided Process Consultancy service team for implementation of Processes in India's leading Data Center Company based in Hyderabad Processes implemented IM, PM and Change Management. Appreciated by customer for best Practice implementations.

Leading technical team to implement Service Now for Implementing ITSM and Software Asset Management Modules for multiple client of Vyom Labs.

Independently governed and managed full ITIL lifecycle, SO 20000 implementation programs

Analyse Stakeholder value drivers/needs and business pain points and suggest on ITSM/ITIL implementation scope

Contribute to Vision Mission drafting, gap assessment, roadmap formulation and process design.

Suggest suitable assessment framework and Conduct AS-IS assessment and Gap Analysis against To be state, and present the report.

Suggest process design and implementation road-map.

Design ITIL based ITSM processes tailored to IT & business needs using process design best practices

Design required process documentation and artefacts (SLA,service catalogue etc.)

Provide RACI and JD for ITIL practitioner roles

Create ITSM process documentation including Process Design Specifications, work flows, policies, procedures, metrics, and user training and surveys

Help mapping processes with ITSM tool.

Design continual improvement & performance measurement framework

Suggest/Use organizational change management methods for successfully bringing change

Collaborate with ITSM Process Owners and hold regular team meetings to resolve issues related to process implementation.

Provide management and oversight of program tasks.

Dec’09-Sep’13 with Tieto, Pune, Maharashtra as IT Manager (Account Transition & Product Delivery)

Led Account Transitions and built a suitbale enviroment to support customers operationals needs. Managed transactions for high profile global accounts.

Responsible for Transitions of Service to Tieto India.

Establishing practises from scratch and successful operational setup to support Tieto’s clients.

Establishing ITSM tools as per business process by reengineering and processes re designing.

Supporting customers escalations as and when needed.

Jan’07-Dec’09 with Accel Frontline Ltd., Pune, Maharashtra as Manager IT- Onsite Projects Delivery

Deployed as an IT Manager in i-flex Solutions Ltd. and spearheaded end-to-end IT operations involving Data Center Operations Mangement, Network & Security Management and Asset & Configuration Management for all the 4 locations across Pune. Acted as a single point of contact for all IT related issues.

Apr’04-Jan’07 with Tourus Solutions Ltd., Mumbai, Maharashtra as Project Coordinator

Led the management, planning and delivery of onsite IT management services including Service Desk Operations Teams.

Nov’02-Mar’04 with Wipro InfoTech Mumbai (Franchisee NeXpro Solutions), Mumbai, Maharashtra as Project Coordinator

Entrusted with the responsibility of Network & Security Project Implementations, ONGC Live LAN/ WAN Live Migration Project and Allahabad Bank LAN/ WAN Upgradation Project.

Sep’99-Nov’02 with JVT Computers & Services, Mumbai, Maharashtra as System Engineer

Joined as Trainee and rose to the position of Support Engineer

Provided after-sales support to customers of JVT Computers. Successfully managed 35 cybercafe network along with LAN/WAN, Share Market traders network and their applications.

Personal Details

Date of Birth: 5th November 1977 Languages Known: English, Hindi, Marathi & German (Level1)

Address: D-204, Greenland County, Manaji Nagar, Narhe, Pune- 411041, Maharashtra

VIJAYKUMAR DESAI

TOP MANAGEMENT PROFESSIONAL

IT OPERATIONS IT INFRASTRUCTURE ITIL-SIAM Process Architect

Strengthening business opportunity through strategic technology planning, enterprise roadmap & providing strategic direction on technology/ technical architecture selection and evaluation; targeting assignments with an organization of repute

LinkedIn: https://www.linkedin.com/in/vijaykumar-desai-9650065a/

**********.*****@*******.*** +91-992******* / 702*******

Communicator

Motivational Leader

Strategic Thinker

Collaborative

Team Player

Innovative

2007-2009

2009-2013

2013-2015

2015-2017

Since 2017

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