Harsha Nagendra

About Harsha Nagendra

With over 25 years of experience in Information Technology and more than 18 years in people management, I have consistently led high-performance teams to deliver exceptional results and drive significant business growth. My career spans a broad spectrum of IT services, including High Performance Storage, Data Protection, High Performance Compute, Generative AI, Virtualization, and Cloud Computing—where I’ve spearheaded strategic initiatives and fostered innovation.Recently, I completed the Stanford “AI-Driven Leadership: Strategies for the Future” program, which strengthened my ability to lead in the AI-powered era. This enhanced my expertise in creating conditions for successful adoption of Generative AI and predictive analytics, building a culture of data excellence, and configuring workflows for AI-driven decision-making. It also deepened my understanding of ethical considerations, change management, and the evolving role of managers in an AI-centric world.I bring a proven track record of visionary leadership, inspiring cross-functional teams to exceed goals and deliver outstanding performance. My strong interpersonal and team-building skills have enabled me to cultivate collaborative environments that thrive in fast-paced, dynamic settings.As a trusted advisor to sales and service delivery leadership, I’ve leveraged deep technical expertise and lifecycle understanding to maximize business ROI. I’ve led mission-critical IT service delivery for large enterprise customers, ensuring high service quality, reliability, and operational excellence.My experience includes defining and driving KPIs to meet business objectives, developing operational frameworks for new offerings, and managing ISO 27001 standards and certifications to uphold security and compliance. I am passionate about mentoring and developing talent, having built robust training programs that enhance skills, boost productivity, and support career advancement.

Experience

1. Senior Manager, Service Delivery

   Dell Technologies

   Nov 2016 — Present · Draper, UT, US

   Led a high-performance team of senior solution architects and senior support engineers for over 9 years, driving excellence through strategic mentorship, continuous improvement, and collaborative innovation, resulting in outstanding team performance and customer satisfaction.• Delivered high-performance storage, data protection, cyber recovery, Gen AI, and high-performance computing solutions, ensuring alignment with customer needs and objectives.• Acted as a trusted consultant to sales and offer development leadership, influencing strategic decisions and fostering strong partnerships.• Directed and resolved complex critical incidents and escalations across a broad technology landscape, ensuring minimal disruption and swift recovery.• Spearheaded automation initiatives to maximize customer ROI, significantly enhancing operational efficiency.• Enhanced service delivery through process improvement and automation, leading to increased customer satisfaction and reduced operational costs.• Innovated and supported new offers across high-performance storage, data protection, cyber recovery, Gen AI, and high-performance computing (HPC), driving business growth and market competitiveness.• Collaborated with the sales team to demonstrate service capabilities, boosting win probability and expanding market share.• Drafted, updated, and reviewed customer contracts and service descriptions, ensuring clarity and alignment with customer expectations.• Established and drove KPIs for the operations team to meet customer SLA/SLO obligations, ensuring consistent and reliable service delivery.• Identified and implemented new training requirements to meet evolving business objectives, fostering a culture of continuous learning and development.

Education

• University of Mysore

  BE, EE

  1996 — 2000

• University of Mysore

  Bachelor of Engineering, EE

  1996 — 2000

Skills

• Itil Process
• Emc Storage
• Operational Efficiency
• IT Transformation
• Data Center
• Service Improvement Plans
• Talent Developer
• Virtualization
• Storage Virtualization
• Cisco
• Servers
• Itil
• IT Service Delivery
• Driving Operational Excellence
• IT Service Management
• Innovation Development
• Networking
• High Availability
• Collaboration
• Continuous Improvement
• Vmware
• Vendor Management Skills
• Pmp
• Storage
• Enterprise Storage
• Career Development
• Talent Management
• Cloud Computing
• IT Operations