Service Delivery Manager

Srinivas Prakash Rao Balla

Delivery Manager ITIL Certified Expertise in ServiceNow, Cloud Solutions, and Application Management Driving IT Operational Excellence & Digital Transformation

Hyderabad Telangana +918****-***** ******@*******.*** https://www.linkedin.com/in/bsprao

PROFESSIONAL SUMMARY

Results-driven IT Delivery Leader with over 15 years of experience managing large-scale infrastructure projects across cloud, data centers, networking, and security. Expertise in end-to-end project execution using Agile, Scrum, and Waterfall methodologies, ensuring seamless delivery within scope, budget, and timelines. Skilled in architecting scalable, secure, and high-performance solutions leveraging AWS, Azure, and GCP.

Strong proficiency in IT governance frameworks (ITIL, ISO 27001, NIST), with a focus on compliance, risk mitigation, and business continuity. Adept at managing P&L, optimizing service delivery, and driving operational efficiency through automation and DevOps best practices. Proven ability to lead cross-functional teams, collaborate with vendors, and engage stakeholders at all levels to deliver business-driven IT solutions, managing teams in an offshore-onshore models and ODC

Core Skills & Competencies

IT Service Management (ITSM) & Operations

IT Transition & Transformation

Service Delivery & Continuous Improvement

Incident, Problem & Change Management

Risk Assessment & Regulatory Compliance

Stakeholder Management & Vendor Management

Asset and P&L Management

People Management & Leadership

Cloud Infrastructure & IT Security

PROFESSIONAL EXPERIENCE

IKS HEALTH (Inventurus Knowledge Solutions)

Delivery Manager -> Associate Director Apr 2024 – Feb 2025

•Lead a team of 18 engineers and 2 Senior Managers to ensure seamless IT service delivery, consistently meeting SLA targets for desk-side support, hardware asset management, and software license tracking using tools like HPDM, Trend Micro, and IMPACT.

•Oversee IT asset tracking and lifecycle management as a critical enabler of organizational services, managing approximately 12,000 assets across two facilities while ensuring vendor warranty compliance.

•Ensure regulatory compliance through rigorous IT asset tracking and ticket quality assurance in collaboration with SMEs.

•Develop and implement robust IT asset management processes, enhancing transparency and operational efficiency.

•Drive service delivery excellence by mitigating risks and engaging stakeholders across internal/external teams and senior leadership.

•Optimized workflows, reducing response time by 25%, mitigating risks, and improving operational efficiency through collaboration with vendors and leveraging the in-house Service Desk Plus SDP tool.

KYNDRYL SOLUTIONS PVT LTD

Delivery Manager II Sep 2021 - Aug 2023

•Directed a team of 18 engineers and 5 managers across middleware technologies (MQ, DB2, WAS, JBoss), ensuring high quality incident resolutions (Sev1, Sev2).

•Directed integration of middleware technologies (MQ, DB2, WAS, JBoss) for global clients, ensuring incident resolution SLAs (Sev1, Sev2) were consistently met using Service Now.

•Improved team efficiency by reducing response time by 20% and enhancing productivity by 50% through cross-training and process optimization.

•Implemented automation to reduce middleware incident tickets by 30%, driving operational efficiency.

•Played a key role in Disaster Recovery (DR) activities, integrating automation solutions for resilient client infrastructure.

•Recognized with the People Choice Award (2023) for outstanding leadership and SLA compliance by 15%.

•Well planned Change management implementation where changes contribute 90% of account’s support using service now,

•Analysed challenges and facilitated smooth transitions during complex project implementations, ensuring successful Go-Live within scheduled timelines, resulting in increased customer satisfaction and reduced downtime by 25%

•Provided quarterly feedback to employees and improvement areas in relation to their appraisal

•Evaluated and coached employees by helping them develop their skills and capabilities to meet their career desires in current or future business needs

•Duties included patch management, IBM ITCS Security policy implementation, and health check remediation across client environment

•Successfully coordinated Disaster Recovery (DR) activities with meticulous planning, working closely with SMEs to define the Detailed Operating Procedures (DOP). These procedures were reviewed with all stakeholders to minimize errors during execution

IBM INDIA PVT LTD

Service Delivery Manager Mar 2017 - Aug 2021

•Managed integration and service delivery for 50+ accounts across Latin America, achieving consistent NPS scores of 9-10 over three years

•Led a diverse team of 40 engineers, overseeing performance, mentoring, and operational governance.

•Drove automation in Unix and Windows services, cutting incident ticket volumes by 30% and optimizing costs.

•Negotiated variations and sought appropriate authorization while engaging with stakeholders to ensure continuous improvements were identified through review and benchmarking processes.

•Responsibilities included efficient patch management, implementation of IBM Security policies, and health check remediation across all client environments, with a primary focus on delivering critical care support via ServiceNow

•Maintained all SLA metrics, ensuring high client satisfaction and creating substantial business value through the provision of high-quality services and a strong customer-centric approach

•Collaborated with Senior Engineers to address complex and chronic production issues, initiating Root Cause Analysis (RCA) and implementing corrective and preventive actions

•Spearheaded automation efforts alongside Senior resources, resulting in a significant reduction in manual labor, saving 500 hours of manual work while minimizing human errors

•Facilitated the upskilling of Level 1 (L1) resources by creating a comprehensive development plan, enabling them to independently manage shifts. Additionally, motivated all team members to acquire cloud certifications, fostering their professional growth and expertise

•Ensured seamless collaboration with clients and stakeholders, resulting in a 7-year contract renewal.

•Championed RCA and preventive actions for complex issues, driving operational excellence and cost optimization.

NTT DATA Services Pvt Ltd

Sr Analyst Delivery Management Mar 2012 - Mar 2017

•Designed and implemented service delivery strategies, consistently maintaining

•Led a team of 19 Service Desk Engineers, ensuring seamless collaboration with Network, InfoSec, SQL, Solaris, AIX Storage, Windows Server, and Tools teams for efficient account management.

•Successfully delivered transitions using SharePoint and the CSI framework, optimizing cloud infrastructure in Australian Data Centres.

•Managed SLAs for Australia-based accounts (KPMG, GWA, DB Schenker) using ServiceNow, ensuring compliance and operational efficiency for offshore infrastructure support, patch management (SCCM), and security vulnerability management (MBAM).

•Strengthened client relationships through proactive communication and efficient issue resolution, driving long-term customer loyalty.

•Conduct executive business reviews on account health, providing insights on performance metrics (SLAs/KPIs), risk assessments, and recommendations for future success. Acted as the primary advocate for customers, ensuring their needs and concerns are heard and addressed.

•Led the Voice of the Customer (VoC) program, ensuring high customer satisfaction and proactive issue prevention aligned with client objectives.

•Developed and implemented risk assessment frameworks, defining evaluation criteria and executing mitigation controls to align with process goals.

•Managed P&L, KPIs, and KRAs, optimizing revenue streams and operational efficiency to enhance profitability and account growth.

PREVIOUS EXPERIENCE

WIPRO INFOTECH

Site In-charge –> Operations Manager Sep 2006 – Mar 2012

•Maintained a Customer Satisfaction Index (CSI) of 92-98% through corrective action plans and data-driven improvements.

•Directed a 24/7 NOC team, ensuring optimal system performance and rapid issue resolution.

•Managed in-house application support, enhancing performance and user experience through system integration and troubleshooting.

•Managed in-house Assets via Servicenow tool of client on their Warranty norms, licensing tracking of software procured etc

•Led a team of 18 network engineers and technicians in a 24/7 NOC environment.

•Oversaw the monitoring, maintenance, and troubleshooting of network systems to ensure optimal performance and minimize downtime

•Developed and maintained standard operating procedures (SOPs) for NOC operations, resulting in improved efficiency and consistency

CMS Info Systems

Team Lead -> Shift Manager Oct 2004 – Aug 2006

•Supervised NOC operations and deskside support for clients like Bank of America and Genpact.

•Fostered collaboration across cross-functional teams to meet client expectations and deliver high-quality service.

CERTIFICATIONS, AWARDs & TRAININGS

•Microsoft Azure Fundamentals (AZ-900), AWS Cloud Practitioner Essentials

•ITIL V2 (Foundation) Certified

•People Choice Award (2023) – Recognized for setting a benchmark in leadership and multifunctional collaboration

EDUCATION

BE in Electronics and Communication Engg from MVSR Engineering College, Osmania University, Hyderabad.

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