Sohail Memon
SIAM IT Service Manager (MIM) - ITIL 4 MSF | ITIL 4 Foundations | IT Service Management | ServiceNow | Lean Six Sigma Green Belt | Azure Fundamentals | Incident & Problem management specialist | SLA compliant IT Services
- Role
- Siam IT Service Delivery Manager (Mim) - Assistant Manager at Deloitte
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Sohail Memon
Dynamic IT Service Management Leader with 15+ years of global experience in IT operations, including 7+ years specializing in Major Incident and Problem Management. Proven track record of leading and mentoring Service Desk teams of 15+ L1/L2 analysts, consistently delivering high-quality user support across enterprise environments serving users. Skilled in ServiceNow ITSM, automation, and KPI-driven performance management, with a strong focus on customer experience, operational excellence, and ITIL best practices. Recognized for driving process optimization, improving SLA compliance, and fostering a culture of accountability and continuous improvement.Core CompetenciesITSM Leadership: Service Desk Operations, Major Incident & Problem Management, Knowledge ManagementTools & Platforms: ServiceNow ITSM, Virtual Agent, Copilot, Power BI, Office 365, Windows 10/11, JIRA, ADO, Lean Six Sigma practices, Microsoft Teams.Process Excellence: ITIL Standards, SLA/KPI Monitoring, Automation & Workflow Optimization, Governance & CompliancePeople Management: Team Leadership (L1/L2), Coaching & Development, Performance Reviews, Onboarding & TrainingCustomer Focus: Service Quality, Experience Enhancement, Stakeholder Engagement, Continuous ImprovementCertifications:ITIL® FoundationITIL® 4 Specialist – MSFLean Six Sigma Green BeltAgile Product Owner/Product ManagerAzure DevOps Foundation
Experience
Siam IT Service Delivery Manager (Mim) - Assistant Manager
Feb 2021 — Present · IN
Education
Osmania University
Bachelor of Commerce - BCom, Computers
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