Sheldon Salace
Senior Service Delivery Leader | ITIL | SAP & Cloud Migrations | Vendor & Governance Expert | Driving SLA Excellence & Business Continuity
- Role
- Senior Service Delivery Manager at Capgemini
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Sheldon Salace
Senior Service Delivery Manager with 19+ years of experience leading enterprise SAP AMS…
Experience
Senior Service Delivery Manager
Apr 2019 — Present · Airoli, IN
Led SAP Infrastructure Migration for critical business landscapes with extended Hypercare, achieving zero business disruptions.Implemented proactive monitoring, reducing Prio incidents by 40% within six months.Achieved 98% incident resolution rate for four consecutive months, enhancing SLA compliance and client satisfaction.Acted as the single point of escalation for service/contract issues, successfully mediating vendor and business challenges.Strengthened governance through risk assessments, audits, and compliance reporting.Directed globally distributed teams across onshore/offshore models, improving delivery efficiency and collaboration.Mentored and coached teams, building a culture of accountability, growth, and high performance.
Skills
- Software Documentation
- People Management
- Business Process Improvement
- Service-Level Agreements (Sla)
- Dhcp
- Information Technology
- Troubleshooting
- Vmware
- Virtualization
- Windows Xp
- Process Improvement
- Vendor Management
- Service Delivery
- Technical Support
- Business Analysis
- Performance Management
- Servers
- Itil
- Team Leadership
- Operating Systems
- IT Service Management
- Networking
- Infrastructure
- Network Security
- • Achieved Cost Reduction by Performing Inventory Control Exercise Across All Clinics • Received Recognition as the Top 20% Performer for 4 Years (2012-2016) • Received Appreciation From Clients for Successful User Migration of Published Desktops Fr
- System Administration
- Customer Relationship Management (Crm)
- Leadership
- Outsourcing
- Management
- Team Building
- Windows 7
- Disaster Recovery
- Team Management
- Healthcare
- Dns
- Customer Service
- Sla
- Training
- Software Installation
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