Sudhanshu Srivastava
IT/Operations/Administration/Freelance writer/Proofreader/Copywriter/Author
- Role
- Regional Service Manager at HCLTech
- Location
- Lucknow, UP, IN
- LinkedIn followers
- 500 followers
About Sudhanshu Srivastava
When global teams need direction under pressure - I\'m the one they call. WHO I…
Experience
Regional Service Manager
Nov 2019 — Present · Lucknow, IN
I lead end-to-end IT service delivery for a globally distributed team of20+ professionals across offshore platforms, driving SLA governance, vendorcoordination, and ITSM process excellence. My focus sits at the intersectionof operational strategy and data-driven decision-making - where I translateperformance insights into measurable service improvements. I own the fullservice management lifecycle, from ServiceNow catalog development toescalation resolution and client satisfaction.Reduced monthly ticket volume by implementing proactive root cause analysis and structured problem management practices.Improved service response time by leading a cross-functional team of 20 technicians supporting multiple offshore platforms.Enhanced customer satisfaction by strengthening SLA governance and optimizing overall service delivery processes.Increased service resolution rates by deploying data analytics tools to identify and address performance bottlenecks.Strengthened team retention and contributed to regional recognition for service excellence in the annual company review.Improved MS Windows Server performance and enhanced client satisfaction through effective server monitoring and operational oversight.
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