Senior IT Service Delivery & Operations Leader

SATHYA MANI

Senior IT Service Delivery & Operations Leader

+91-917******* Linkedin

**********@*****.***

Seasoned IT Service Delivery Leader with 15+ years of global experience driving IT operations, project delivery, and infrastructure excellence across banking, retail, and automotive sectors. PMP®, PRINCE2®, and ITIL-certified, with a proven track record of leading cross-functional teams, enhancing service quality, and enabling digital transformation. Now seeking a Director/VP – IT role to steer enterprise-level service delivery, operational governance, and strategic technology initiatives aligned with business growth objectives.

Core Competencies

Technical Skills

Category

Tools / Technologies

Database

SQL

Tools

MS Project 2016, Project Online, Google Docs (GDocs), GCP Tools

SharePoint

ITSM

CCM, JIRA, ServiceNow

Operating Systems

Windows, MS-DOS

Domains

Project Management Tools, PMO, Banking & Retail

Certifications

Recognition

Received multiple Special Recognition Awards for consistently delivering high-quality SAP extracts, ensuring 100% SLA compliance for two consecutive years (2012–2013).

Proposed and implemented automation of Timesheet Extracts, reducing manual effort by replacing custom SQL reports (2011).

Honored with the Nielsen Golden Award (May 2012) for impactful process improvements and sustained performance excellence.

Led UAT and enabled automation of accrual calculations for the EPM 3.3 extract release (2013).

Delivered critical reporting and FT rate change activities under tight deadlines, supporting timely decision-making for ET leadership (2013).

Recognized under the Integrate core value for efficiently managing portfolio requests and driving operational efficiency (2014).

Education

EPGPM, Chennai Business School, 2020

B.Sc. Computer Science, Muthurangam Government Arts & Science College, 2006

Profile Summary

Proven success in leading global technology operations across 18+ countries, enabling secure, scalable, and efficient IT ecosystems aligned with business objectives and regulatory frameworks. Expert in service governance, infrastructure modernization, and enterprise-grade project delivery.

Trusted advisor in executing strategic IT programs with multimillion-dollar budgets, delivering organization-wide benefits through efficiency improvements, platform consolidation, and digital workplace enablement while ensuring governance, security, and service consistency.

Skilled at leading high-performing, cross-functional teams, driving competency expansion, and overseeing complex service transitions from outsourced to in-house operating models — reducing dependency, boosting service agility, and fostering a culture of accountability and innovation.

Experienced in AWS and cloud ecosystems, end-to-end product lifecycle management, and implementing secure, resilient, and globally distributed technology services. Adept at leading engineering teams, establishing governance, and driving architectural decisions that enhance scalability, reliability, and cost efficiency

Adept at navigating high-pressure, matrixed environments, partnering with executive leadership, business units, and vendor ecosystems to deliver reliable technology services that accelerate scalability, operational efficiency, and organizational growth.

Career Timeline

Notable Achievements

AstraZeneca: Designed, transitioned & deployed the Windows 365 Cloud PC (SaaS) solution, enabling 650+ internal and external users to securely access the Azure network from any device. Strengthened remote-work capabilities and significantly improved security posture.

Valeo India: Developed and rolled out a standardized Service Request SOP framework covering 30+ service requests, reducing incidents and major escalations by 35% and enhancing process consistency and governance maturity.

Valeo India: Led the design and implementation of a LAN-as-a-Service operating model, cutting outsourcing costs by 30% while improving service stability, uptime, and overall customer experience across business units.

Valeo India: Introduced Agile methodologies and automated KPI/SLA reporting dashboards for cross-functional teams, resulting in a 20% increase in project completion rates & 15% faster delivery cycles, improving real-time visibility and decision-making for stakeholders.

Tata Consultancy Services (TCS): Delivered 98%+ SLA compliance, reducing breaches by 25% through proactive root-cause analysis and process improvements, resulting in a 20% increase in workflow efficiency.

Valeo India: Expanded and reorganized the team from 5 to 18 members, improving delivery throughput by 40% and operational efficiency by 12% through structured hiring and capability-building initiatives.

Valeo India: Managed a $3M budget, achieving 10% cost savings annually by optimizing vendor contracts and resource allocation while strengthening infrastructure support and service quality.

Work Experience

AstraZeneca, Chennai Service Manager Aug 2024 – Oct 2025

Key Highlights:

Managed the end-to-end lifecycle of the service, including performance and capacity management, with a focus on improving the overall end-user computing experience.

Played a key role in stakeholder management, ensuring seamless communication and alignment between internal teams and external partners.

Spearheaded Third-Party Governance initiatives, ensuring vendor onboarding processes adhered to organizational policies and regulatory requirements.

Successfully implemented the W365 Cloud PC solution, improving access flexibility for users and optimizing security.

Developed and executed service improvement strategies, resulting in enhanced user satisfaction and operational efficiency.

Drove Third-Party Governance initiatives, aligning vendor processes with strict compliance standards, improving vendor management and reducing risks.

Valeo India Pvt. Ltd., Chennai Service Delivery Manager Jun 2014 – Aug 2024

Growth Path:

Key Highlights:

Service Desk Management (24 7 Global Operations)

Led a 24 7 Global Service Desk supporting users across 18+ countries, ensuring uninterrupted service operations with coordinated support between teams in ASIA, Europe and US.

Managed and grew a team of 18 members, driving capability development through continuous training, skill-building, and operational coaching.

Oversaw proactive monitoring and escalation of infrastructure alerts, ensuring accurate routing to L3 teams and minimizing downtime through effective incident communication and coordination.

Delivered consistent, high-quality L1 support, ensuring timely resolution of incidents and service requests while maintaining strong SLAs and user satisfaction.

24 7 Operations Oversight

Directed 24 7 L1 operations across multiple regions, ensuring uninterrupted service delivery and adherence to defined SLAs and compliance standards.

Established consistency in first-response protocols and incident handling across geographies and time zones, improving response efficiency and operational alignment.

Implemented standardized procedures and oversight mechanisms that strengthened service reliability and enhanced the end-user experience globally.

Service Delivery & Governance

Led Service Delivery governance by representing operations in global audits and reviews, ensuring compliance, and driving best practices across teams through structured processes and performance coaching.

Established a strong governance framework, monitoring KPIs, aligning KRAs with business goals, and leading proactive risk and escalation management to improve service performance and customer satisfaction.

Supported P&L decisions with insights on cost optimization and revenue protection while championing continuous improvement initiatives that enhanced operational efficiency and service reliability.

Tata Consultancy Services (TCS), Chennai Senior Process Associate Nov 2010 – Jun 2014

Key Highlights:

Managed end-to-end processing and submission of invoices for 5,000 employees, maintaining zero defects and consistently meeting deadlines, earning top performer recognition for six consecutive months.

Infosys Technologies Ltd., Bangalore Assistant Engineer May 2007 – Apr 2009

Key Highlights:

Managed end-to-end production support, including account setups, batch job monitoring, system alerts, backups, and data file operations across mainframe, Unix, and retail systems—ensuring timely delivery and seamless coordination with users.

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Personal Details

Languages Known: English, Tamil Date of Birth: August 25, 1985

May 2007 – Apr 2009

Jun 2014 – Aug 2024

Nov 2010 – Jun 2014

Aug 2024 – Oct 2025

Infosys Technologies Ltd.

Tata Consultancy Services (TCS)

Valeo India Pvt. Ltd.

AstraZeneca

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