Immediate Joiner: IT Service Delivery Leader (Retail)

KHALIL SAYYED

n +91-842******* )n ************@**********.*** Mumbai, India

Service Delivery Manager – IT Infrastructure (Retail Domain) Results-driven IT Service Delivery and Infrastructure Leader with 18+ years of experience, including 13 years in the Retail sector. Proven expertise in IT Infrastructure Management, Service Delivery, Project Management, and Information Security. Skilled in managing multi-location operations, retail POS systems, in-store applications, vendor management, and SLA-based service excellence. Certified in ITIL and ISO 27001 with a strong record of leading large technical teams, improving service quality, and aligning IT operations with business goals. CORE COMPETENCIES

• IT Service Delivery & Operations Management

• Retail IT Infrastructure (POS, Store Systems)

• IT Project Management & Implementation

• Incident / Change / Problem Management (ITIL)

• Vendor & Asset Management

• Information Security (ISO 27001)

• Customer Relationship & SLA Management

• Team Leadership & People Development

PROFESSIONAL EXPERIENCE

Wipro Ltd, Pune – Project Manager / Service Delivery Manager (Apr 2021 – May 2024)

• Led service delivery and project management for VISA client under T&M; model, managing a 45-member team across onsite & offshore.

• Oversaw resourcing, service operations, and customer relationships ensuring SLA compliance and delivery excellence.

• Managed project financials including revenue forecasting and monthly invoicing.

• Conducted regular customer and internal reviews to improve service delivery outcomes. Aditya Birla Fashion & Retail Ltd (ABFRL) – Deputy Manager / Asst. Manager – IT Operations (Nov 2014 – Oct 2020)

• Managed IT operations across 100+ retail stores, warehouses, and regional offices for the Pantaloons brand.

• Ensured 99% uptime for POS systems, in-store applications (Open Edge, WinCore, Microsoft Dynamics), and IT infrastructure.

• Oversaw store rollouts, application upgrades, and implementation of information security policies.

• Improved customer satisfaction scores from 85% to 97.5% through proactive service improvements.

• Handled vendor management, SLA reviews, and IT budgeting for zonal operations. Wipro InfoTech – National Project Lead / Site In-Charge / Team Lead (May 2008 – May 2014)

• Directed IT operations and project delivery across multiple client sites in retail and banking domains.

• Spearheaded BCP, process audit compliance, and end-user satisfaction initiatives.

• Recognized with multiple awards including ‘Challenger Award’ and ‘Extra Miles’ for operational excellence. Future Group Ltd – Senior Engineer / Desktop Engineer (Nov 2004 – May 2008)

• Provided IT infrastructure and desktop support across retail stores and offices.

• Implemented system upgrades and supported POS and retail applications.

• Promoted to Senior Engineer for consistent performance and reliability. EDUCATION & CERTIFICATIONS

• BCA – Vinayaka Mission University (2008)

• Diploma in Hardware & Networking – IWP (2004)

• ITIL V3 Certified

• ISO 27001 Certified – BSI (Information Security)

• PMP Training (Wipro)

ACHIEVEMENTS & RECOGNITIONS

• Recognized by VP – Leadership Impact (Wipro Ltd, 2022)

• Champion of the Month – Aditya Birla Fashion & Retail (2018, 2017)

• Exuberant We – ‘Extra Miles’ Award (Wipro Infotech, 2010)

• Udaan Sitare – ‘Challenger Award’ (Wipro Infotech, 2009) PERSONAL DETAILS

Date of Birth: 1 Jan 1981

Languages: English, Hindi, Marathi

Location: Mumbai, India

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