Nikhil Shinde

Service Delivery Manager @Atos

Mumbai, IN

IT Service Delivery Management:Managing the delivery of IT services to One Corp Office and 271 locations, supporting 2,300 users across India.Managing key services including IT Service Desk, server operations, network operations, asset management, and change management.• Incident and Task Review:Reviewing all incidents and tasks to ensure accurate content, priorities, and documentation.• Team Coordination and Meetings:Conducting weekly staff and leadership meetings to coordinate efforts and facilitate information sharing among support teams.• Customer and Vendor Relations:Managing customer relationships to ensure high levels of satisfaction.Handling vendor management and escalations, and maintained operations SLA Management for the service management tower.• Reporting and Analysis:Generating and analyzing weekly, monthly, and quarterly reports to identify areas for improvement and observe operational trends.Developing new processes and workflows to enhance performance and operational efficiency.• Feedback and Training:Conducting weekly feedback sessions with staff to communicate areas for improvement.Managing rapid team expansion, including overseeing training and performance evaluations.• Financial and Resource Management:Managing P&L, Customer Satisfaction (CSAT) for respective customers, resource management, and cost optimization.• Service Support and Security:Ensuring timely support and service delivery in accordance with SLAs.Maintaining and enforced environmental security standards and published security policies