Sarwesh Chandra

About Sarwesh Chandra

Service Delivery Manager with 20 years of experience managing global IT operations, digital workplace services, and enterprise infrastructure environments for large organizations including Infosys, Mercedes-Benz R&D, IBM, Accenture, and HCL.Recognized for building strong customer governance frameworks, stakeholder relationships, and operational service excellence across complex global delivery environments. Proven ability to lead large teams, manage vendor ecosystems, ensure SLA/KPI compliance, and maintain high service reliability.An early adopter of AI-enabled productivity tools including ChatGPT, Microsoft Copilot, Google Gemini, and Claude, leveraging generative AI to accelerate knowledge discovery, documentation, operational insights, and decision support. Known for integrating AI tools into daily workflows as a power AI consumer, improving productivity, reducing dependency on cross-team resources, and enabling faster problem resolution.Combines technology leadership, customer relationship excellence, operational governance, and AI-augmented productivity to deliver consistent business outcomes in enterprise IT environments.CORE LEADERSHIP CAPABILITIESCustomer Governance & Relationship Management • Executive Stakeholder Management • Client Governance & Operational Reviews • Customer Success & Service Assurance • SLA / KPI / SLO Compliance Management • Escalation & Incident GovernanceService Delivery Leadership • Global Service Delivery Operations • ITIL-based Service Management • Digital Workplace / End User Computing • Infrastructure Operations Leadership • Continuous Service Improvement (CSI)Leadership & Organizational Capability • Large Team Leadership (50+ professionals) • Vendor & Partner Management • Cross-functional Collaboration • Crisis & Escalation Management • Performance Metrics & ReportingAI-Enabled Productivity & Digital Capability • Generative AI assisted workflows • Prompt engineering for productivity • AI assisted research and documentation • AI supported decision making • Rapid adoption of emerging AI toolsGenerative AI Tools • ChatGPT • Microsoft Copilot • Google Gemini • Anthropic ClaudeStrong capability to quickly learn and leverage new AI platforms to improve operational efficiency and knowledge workflows.TECHNOLOGY EXPERTISECloud & Platforms • Microsoft Azure, AWS, Microsoft 365, IntuneEnterprise Infrastructure • SCCM / MECM • Patch ManagementSystems & Virtualization • Windows Server Infrastructure • VMware VirtualizationSecurity & Endpoint Protection • Microsoft Defender • McAfee

Experience

1. Service Delivery Manager

   Infosys

   Aug 2021 — Present · Bangalore Urban, IN

   Current Active Role:Something new I learnt and doing now, Handling Global Print management team. Its bit different from some other past delivery roles where I was mostly interacting with customer and direct indirect internal teams. Managing Print team also involves managing vendors who provides break fix or consumable supplies for printers. Needs more governance and management as multiple teams are involved to make Printing a successful service. This role has also given me a 360 degree view of IT.Key Roles and Responsibilities: • Led and Manage team of 50+ professionals responsible for service delivery globally for large accounts.• Led delivery architecture team for service management, program/project management.• Provided oversight of projects and ensured effective project management.• Influence continuous improvement of project management methodologies through ongoing assessment of project delivery capabilities and reporting performance metrics.• Liaise with all internal service delivery teams to ensure a consistently high level of service. Ensured the client\'s leadership was notified as soon as possible of any possible disruption to services under the service agreement.• Served as the primary escalation point for any issues in supported service lines.• Coordinating with vendors to drive the design and delivery of solutions and understanding the complexities of the solution in relation to environment.• Developing individual and plan trainings to ensure that the team has the right skills and knowledge to support and further develop in required area.• People Management and performance evaluation for team

Education

• Catholic High School, Ara

  10th, Mathematics

• Shanmugha Arts, Science, Technology and Research Academy

  B. Tech., Electronics & Communication Engineering

  2002 — 2006

• H. D. Jain College, Ara

  I. Sc. (Intermediate in Science), Mathematics

  1997 — 1999

Skills

• Infrastructure
• Microsoft Products
• Software Deployment
• Netbackup
• Application Packaging
• Adminstudio
• Patch Management
• Team Management
• Vmware
• Technical Support
• Wsus
• Mdt
• Installshield Admin Studio
• Sccm
• Operating Systems
• Windows 7
• Vmware Esx
• Mcafee Antivirus
• Windows
• Wireless Networking
• Isa Server
• Dhcp
• Wsus Server
• Security
• Active Directory
• Xp
• Windows Server
• Mcafee
• Osd
• Trend Micro
• Microsoft Certified Professional
• Tivoli Directory Server
• Report Writing
• System Administration
• System Deployment
• Servers
• Itil
• Windows Xp
• Vsphere
• Antivirus