Sandeep Banerjee
Service Manager| ITIL V3 Certified | Lean Six Sigma Green Belt Certified | 13+ Yrs in Service Delivery & IT Service Management |SLA/KPI Ownership. Stakeholder & Vendor Management.
- Role
- Service Delivery Manager at Tata Consultancy Services
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Sandeep Banerjee
In the realm of IT service excellence, precision isn\'t just a skill—it\'s a promise delivered through consistency, collaboration, and credibility.\"With 13+ years in IT operations, service delivery, and infrastructure management, I’ve served global organizations including TCS, T-Systems, HCL, Vodafone, HP, and VOLVO IT. My expertise spans incident, problem, and change management, SLA/KPI governance, Agile methodologies, and service transitions. At T-Systems, I led multi-regional teams across India, UK, USA and Malaysia for Shell’s Global Customer Unit, ensuring operational continuity, stakeholder alignment, and service quality.As Situation Manager and Lead Incident Manager, I drove Shell’s service transition from Malaysia to India, managed onboarding, chaired escalations, and collaborated with vendors like HPE, Cognizant, TCS, and CGI. I’ve reduced repeat incidents and improved KPI outcomes. Recognitions include Process Excellence (2018), CU Shell MI Contribution (2020), and CSAT Champion (2012), highlighting my service commitment.Certified in ITIL V3 (Foundation & Intermediate), Lean Six Sigma Green Belt and SAFe Agile Teams, I’ve utilized JIRA, BMC Remedy, and ServiceNow to manage RCA reviews, dashboards, health checks, and change requests. I bring strong leadership, cross-functional collaboration, documentation, and analytical skills with focus on CSAT and service optimization.Holding an MBA and B.Com (Accounts Hons), I integrate business understanding with delivery excellence, driving value through structured service frameworks, process efficiency, and stakeholder-centric operations.
Experience
Service Delivery Manager
Aug 2022 — Present · Karnataka, IN
Delivering seamless operational service continuity through stakeholder coordination, process mapping, SLA governance, and business communication updates within a high-performance technology environment.Ensured seamless delivery by interfacing across functions and maintaining service alignment.Provided swift resolution and updates during escalations triggered by key stakeholders.Facilitated business reviews with precise communication updates and monthly dashboards.Created and refined SLA reports, tracking performance against set thresholds.Contributed to process mapping and optimization initiatives to elevate delivery standards.Enabled structured documentation and ownership across business process architecture.Service Continuity, SLA Reporting, Stakeholder Engagement, Business Process Mapping, Escalation Support, Cross-Team Coordination.
Education
Ranchi University
12, Business/Commerce, General
2000 — 2002
Vinoba Bhave University
Bachelor of Commerce - BCom, Accounting
2002 — 2005
Bangalore University
M.B.A., Marketing/H.R.
2005 — 2007
Skills
- Team Management
- Business Analysis
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