Ranjith R Parmel

About Ranjith R Parmel

As a seasoned IT Service Management Leader with over 15 years of industry experience, I bring a proven track record of driving operational excellence and delivering superior IT services in dynamic and highly regulated environments. My expertise spans more than a decade of ITIL-based service management and over seven years in leadership roles, empowering teams to optimize service delivery, implement ITIL processes, and enhance performance through data-driven strategies and collaborative teamwork.Certified in ITIL v3 and v4 Intermediate, I specialize in transforming service operations with a focus on continuous improvement, compliance, and risk management. My hands-on experience with ServiceNow, Jira, and BMC Remedy, combined with Power BI analytics, ensures insightful reporting and actionable insights that align with business goals. I am committed to building strong stakeholder relationships, mentoring teams, and fostering innovation through Agile coaching and Lean principles.Recognized with multiple awards for excellence in service delivery and leadership, I am passionate about elevating IT service standards and guiding organizations towards sustainable growth and customer-centric solutions.#ITServiceManagement #ITIL4 #ServiceNow #AgileLeadership #ServiceDelivery #OperationalExcellence #ContinuousImprovement #ITSM #MajorIncidentManagement #ChangeManagement #ProblemManagement #PowerBI #ServiceLevelManagement #RiskManagement #StakeholderEngagement #TeamLeadership

Experience

1. Head of Service Delivery

   HCLTech

   Dec 2025 — Present · Kuala Lumpur, MY

   Leading end-to-end delivery of enterprise support, maintenance, projects, and programs for strategic client accounts, ensuring service stability, SLA compliance, and successful execution across Service delivery and operations. Act as the senior escalation point for major incidents, delivery risks, and business-critical issues.Own program-level governance covering multiple support streams, transformation initiatives, and in-flight projects, ensuring alignment with client business objectives, timelines, and outcomes. Drive ITIL-aligned service management combined with AI-driven operations, AIOps, automation, and SRE practices to improve availability, reduce MTTR, and enable proactive, predictive support.Engage directly with C-level and senior client stakeholders (CIO, CTO, COO, Heads of Operations) to manage escalations, conduct executive reviews and QBRs, define roadmaps, and drive continuous improvement and transformation agendas.Lead global onshore/offshore teams, managing performance, capability building, and operational efficiency. Own delivery commercials including budgeting, forecasting, cost optimization, and contract compliance, while championing AI-led transformation, automation, and operational excellence across complex enterprise environments.

Education

• Alliance University

  Doctor of Philosophy - PhD, Operations Management and Information System

• Indian Institute of Management Raipur

  Master of Business Administration - MBA, Business Administration and Management, General

• Sardar Dastur Boys

  High School, E-Commerce/Electronic Commerce

  2004 — 2007

• Tilak Maharashtra Vidyapeeth, Pune

  Bachelor's Degree, Computer and Information Sciences and Support Services

  2007 — 2010

Skills

• Access Control
• Information Technology
• IT Infrastructure Management
• Active Directory Experience
• Project Management
• Network Administration
• Wireless Networking
• L2/L3 Protocols
• Print Servers
• Isp
• Citrix
• Hardware Diagnostics
• Remote Desktop
• Microsoft Excel
• Service Delivery
• Cisco Systems Products
• Linksys
• D-Link
• Switches
• Requirements Analysis
• Remedy Ticketing System
• IT Operations
• Html
• IT Service Management
• Sap
• Team Management
• Remote Access
• Change Management
• Network Adapters
• Operational Planning
• Sme Management
• Dhcp
• Laptops
• Itil
• Itil V3 Foundations Certified
• Operations Management
• Vpn
• Sap Erp
• Wlan
• Technical Analysis