Baiju Nair

About Baiju Nair

Seasoned ITIL-certified Service Delivery & Operations Leader with over 14 years of global…

Experience

1. Operations Delivery Manager

   Capgemini

   Jun 2021 — Present · Mumbai, IN

   Govern end to end service provision for enterprise customers in the Netherlands region, establishing control, review, and audit mechanisms that align delivery to contractual and business requirements.• Negotiate, implement, and monitor SLAs/OLAs; lead operational performance reviews and corrective actions to sustain ≥95 % SLA compliance and improve customer satisfaction. • Produce and publish monthly service performance scorecards and service catalogue health reports for customer and leadership stakeholders, highlighting trends, risks, and improvement plans.• Direct multi supplier Service Request & Service Catalogue Management operations; track fulfillment KPIs and streamline workflows to reduce average request turnaround• Develop and deploy ITIL aligned processes (Service Portfolio, Request, Change, Configuration, etc.) and support configuration of the underlying ITSM toolset to enable standardized workflows and reporting• Ensured all new and changed services are recorded in the business and technical service catalogues with clearly defined, measurable targets (SLA, OLA, KPI) and cost alignment to contract.• Lead a 40–50 engineer global operations team spanning Cloud, Workplace (Microsoft Intune / M365), and Oracle Cloud technologies; optimize shift coverage and resource allocation to meet 24x7 service demand and improve operational efficiency• Working on multiple workplace technologies including Microsoft O365, Defender, Microsoft Intune and JAMF as part of Cloud service implementation for the client

Education

• University of Mumbai

  Bachelor of Engineering (BE)

  2006 — 2011

Skills

• Transport Networks
• Team Leadership
• Computer Network Operations
• Network Engineering
• Operational Planning
• Networking
• Ccna
• Operations Management