Harish Thakre
Service Delivery Manager @ HCLTech | Project Management, SLA | Major Incident and Problem Management
- Role
- Service Program Manager at HCLTech
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Harish Thakre
IT Service Delivery Manager with 5+ years of experience in ITSM, specializing in service delivery, client engagement, and governance. Strong background in Major Incident & Problem Management, with expertise in SLA management, process optimization, and stakeholder communication. Proven track record in ensuring service excellence and driving continuous improvements.
Experience
Service Program Manager
Nov 2024 — Present
Oversee end-to-end service delivery operations for global clients, ensuring adherence to SLAs, contractual obligations, and compliance standards. Act as a single point of contact (SPOC) for client stakeholders, managing escalations, driving service reviews, and ensuring consistent customer satisfaction. Manage cross-functional teams to deliver incident, problem, and change management processes while improving operational efficiency and service quality. Conduct governance meetings, business reviews, and stakeholder reporting, aligning service outcomes with client expectations and organizational goals. Collaborate with technical and business teams to identify gaps, propose improvements, and drive automation and process optimization. Monitor key service metrics (SLA, CSAT, MTTR) and initiate corrective actions to maintain high standards of delivery. Support transition & transformation initiatives, ensuring smooth onboarding of services and seamless handover to operations.
Education
ICFAI Business School
Bachelor of Science - BS
MIT School of Business
Executive MBA
2024 — 2025
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