Abhay Sharma
ITSM Practice Manager | Service Delivery Transformation | Process Automation | Account Recovery & Growth | Leadership in Action
- Role
- Lead - Delivery Transformation Manager at Hewlett Packard Enterprise
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Abhay Sharma
17+ years of experience in the field of IT. Contributing to IT Service Management…
Experience
Lead - Delivery Transformation Manager
Nov 2022 — Present · Pune, IN
Lead ITSM consulting and governance for 200+ customers under managed services, driving service improvements, automation, and operational maturity.2. Defined and executed ITSM transformation roadmaps, aligning with annual budget cycles and strategic business goals.3. Participated in leadership forums to contribute to quarterly, half-yearly, and annual planning, including digital transformation initiatives.4. Delivered enterprise project milestones on time by coordinating cross-functional teams and ensuring execution discipline.5. Managed end-to-end ITSM operations including Incident, Change, Problem, Request, Capacity, Availability, Configuration, and Risk Management.6. Identified and led process improvement and automation opportunities to enhance adoption, performance, and service stability.7. Directed the full lifecycle of automation initiatives—requirements gathering, PDD/SDD creation, POC execution, test planning, and governance setup.8. Collaborated with technical teams to define use cases, build product backlogs, write user stories, and deploy scalable solutions.9. Conducted ITIL process evaluations to ensure compliance with industry standards and proactively resolved service delivery issues.10. Managed a team of 20+ professionals responsible for performance reporting and continuous improvement insights.11. Monitored SLA, KPI, and risk metrics across regional accounts to ensure service excellence and compliance.12. Engaged in client visits, feedback sessions, and presales activities to translate customer expectations into delivery strategies.13. Contributed to account recovery and turnaround efforts, restoring client confidence and stabilizing delivery performance.14. Supported business development and pursuit management by contributing to RFPs, solutioning, and client presentations.15. Drove account growth through strategic relationship management, identifying upsell opportunities, and delivering measurable value.
Education
Devi Ahilya Vishwavidyalaya
Bachelor in Computer Application - BCA, Computer Science
2000 — 2003
Madhya Pradesh Bhoj (Open) University
Master of Computer Applications (M.C.A.), Computer Science
2003 — 2005
Indian Institute of Management, Lucknow
Executive Program in Business Management, General Management
2012 — 2012
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