Sandeep Kumar Sharma
IT Operations & Service Transformation Leader | 21 Years Experience | 18+ Years Leadership | 100% SLA Governance | Infrastructure & Cloud Operations | 120+ Team Leadership | Open to Global Opportunities
- Role
- IT Service Delivery & Operations at HCLTech
- Location
- Nagpur, MH, IN
- LinkedIn followers
- 500 followers
About Sandeep Kumar Sharma
LEADERSHIP PROFILESenior IT Operations, Service Delivery, and Transformation leader with 21 years of experience across enterprise infrastructure, end-user computing, and global support operations. Over 18+ years in leadership roles, I have led teams of up to 120+ professionals, delivering consistent SLA performance, strong governance, and stable customer outcomes. My experience is grounded in improving service efficiency, strengthening ticket operations, optimizing workforce productivity, and leading practical automation and process improvement initiatives that create measurable business value beyond routine delivery. STRATEGIC IMPACT · Led large service delivery teams across multi-country environments with accountability for performance, governance, customer outcomes, and operational continuity· Maintained 99%+ SLA adherence through disciplined service management, proactive issue control, and effective escalation handling· Delivered 20% operational cost optimization through automation & Lean transformation· Improved incident response efficiency by 30% through trend analysis, preventive actions, and tighter operational oversight· Executed 40+ ITIL-aligned change initiatives with zero critical business disruption across enterprise operations· Achieved 95%+ on-time delivery across enterprise infrastructure programs CORE EXPERTISE· Service Delivery & Operations Leadership – ITIL, SLA & KPI Management, Service Governance, Escalation Control, Risk Management, Continuous Improvement· Infrastructure & Workplace Services – M365, Intune, SCCM, Active Directory, Citrix, VMware, AWS, End User Computing, Hybrid Environments· Service Transformation, Automation & Efficiency – Automation Strategy, Workflow Optimization, Agile & Lean Implementation, SharePoint, Power Platform· Business Leadership – Executive Communication, Customer Experience, Cost Optimization, Vendor Management, Team Leadership, Global Delivery. SELECT TRANSFORMATION CONTRIBUTIONS· Strengthened ticket operations by standardizing workflows, reducing manual touchpoints, and introducing targeted automation to improve responsiveness across support functions · Improved team productivity by streamlining recurring activities and enabling greater focus on preventive and high-priority work · Supported better resource utilization by simplifying execution models and removing non-value-adding effort from operational teams
Experience
IT Service Delivery & Operations
Mar 2024 — Present · Nagpur, IN
Lead 120+ professionals across infrastructure, EUC, and cloud services in global delivery environments, ensuring service continuity, governance compliance, and customer satisfaction· Maintain 99%+ SLA compliance through disciplined review mechanisms, proactive risk handling, and strong escalation management · Improved ticket operations through workflow simplification, targeted automation, and stronger execution controls across support teams· Improved workforce productivity by reducing repetitive effort through process improvements, better tool usage, and practical automation initiatives· Delivered value beyond BAU through service improvement initiatives, Automation, process simplification, and closer alignment between operational execution and business expectations· Achieved, 20% operational cost optimization and accelerated delivery timelines by Automation, Lean initiatives and disciplined execution improvements
Education
Barkatullah University Bhopal
Bachelor of Commerce – Major in Computer Applications
2002 — 2005
Barkatullah University Institute of technology Bhopal
Bachelor of Commerce, Computer Programming, Specific Applications
Barkatullah University Institute of technology Bhopal
E-Commerce/Electronic Commerce
2003 — 2005
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