Gandharv Gupta

About Gandharv Gupta

Experienced Service Delivery Manager with over 12 years of expertise in delivery…

Experience

1. Service Delivery Manager

   Thoughtworks

   May 2025 — Present · Mumbai, IN

   Relationship Management:• Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. • Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved. • Drafts and maintains policy, standards and procedures for the customer service or service desk functions. • Ensures that the catalogue of request able and supported services is complete and current. Contract management:• Oversees and measures the fulfillment of contractual obligations. Use key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. • Develops strategies to address under-performance and compliance failures, including application of • contract terms. • Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of • programs/projects. • Negotiates variations and seeks appropriate authorization. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols. • Conduct a thorough audit of process and operational activities, identifying areas for improvements. Service level management: • Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. • Analyze reports against agreed SLA’s to identify compliance and improvements required. • Track & Monitor SLA and other metrics and share in weekly and monthly service reviews.

Education

• Karnataka State Open University

  Bachelor's degree, Information Technology

  2007 — 2010

• Swami Vivekanand Subharti University (SVSU), Meerut

  Master of Business Administration - MBA, Computer/Information Technology Administration and Management

Skills

• Microsoft Excel
• Process Improvement
• Telecommunications
• Voice Over Ip (Voip)
• Management
• Customer Service
• Team Leadership
• Microsoft Office
• Networking
• Cisco Systems Products
• Troubleshooting
• Technical Support
• Cisco Call Manager
• Account Management
• Program Management
• Contact Center
• Project Management
• Internet Protocol Suite (Tcp/Ip)