Suvendu Kar

About Suvendu Kar

Director - Service Delivery & Operation - ITEXECUTIVE SYNOPSISDirector – Service Delivery & Operations | Hi‑Tech IndustryA senior Service Delivery and Operations leader with extensive experience managing global Hi‑Tech enterprise customers and leading large‑scale, multi‑geography managed services portfolios. Proven track record of delivering operational excellence, service stability, and measurable business outcomes across ITSM, application support, infrastructure, and digital operations in highly SLA‑driven environments.Trusted partner to CXO stakeholders, with strong expertise in governance, escalation management, contract and SOW compliance, and KPI‑led performance management. Known for driving service transformation initiatives, including automation, AI‑enabled support models, and knowledge‑centric operations to improve productivity, cost efficiency, and end‑user experience.Demonstrates a strong track record in service transformation, including automation, AI‑enabled support models, knowledge‑centric operations, and self‑service enablement to improve productivity, reduce incidents, and enhance end‑user satisfaction. Experienced in risk management, compliance, and audit readiness, aligned with global standards such as ISO, SOC, and data privacy regulations. A people‑centric leader recognized for building high‑performing teams, fostering a culture of accountability, ethics, and continuous improvement, and consistently delivering value at scale.Key Skills & Leadership Strengths-Global Service Delivery Leadership – Managing large, distributed teams across regions and time zonesHi‑Tech Industry Expertise – Deep understanding of semiconductor, hardware, and technology services ecosystemsManaged Services & ITSM Excellence – Incident, problem, change, knowledge, and service request managementClient & Executive Stakeholder Management – CXO‑level engagement, governance, and trusted advisor roleOperational Excellence & Governance – KPI frameworks, SLA management, risk controls, audit readinessFinancial & Commercial Acumen – Budget ownership, margin improvement, contract and SOW governanceTransformation & Automation – AI‑led support, self‑service, productivity improvement, and cost optimizationRisk, Compliance & Regulatory Management – ISO, SOC, data privacy, and regulated environmentsPeople Leadership & Talent Development – Building resilient teams, succession planning, culture buildingChange & Crisis Management – Complex escalations, turnaround situations, and service stabilization

Experience

1. Director Service Delivery & Operations

   Wipro

   Mar 2023 — Present · Bengaluru, IN

   Own end‑to‑end global service delivery for Hi‑Tech enterprise customers across Datacenter, Cloud, Security, Global Service Desk, multi‑tower infrastructure, and shared services, leading 400+ FTE across multiple regions and time zones.Deliver 24x7 mission‑critical operations with strong SLA, XLA, and CSAT alignment, improving service stability by reducing critical incidents by 15–20% YoY.Lead executive‑level customer governance (QBRs, SteerCos) with a “no‑surprise” delivery model through proactive risk management, transparent reporting, and effective escalation control.Drive portfolio financial performance for a $45M+ managed services run rate, delivering 2–3 pts margin improvement through productivity levers, pyramid optimization, demand‑capacity governance, and $1M–$4M annualized savings via automation and tool rationalization.Designed and scaled global operating models (follow‑the‑sun, L1/L2/L3, command centers), improving MTTR by 15–35%, increasing FCR by 10–20%, and reducing backlog aging by up to 45%.Institutionalized ITIL/ITSM governance to improve change success rates to 96–99%, reduce repeat P1/P2 incidents by 20–35%, and achieve 90–95% on‑time RCA closure.Led AI‑driven operations and cloud modernization initiatives, delivering 10–25% ticket deflection, 15–30% manual effort reduction, 20–40% faster triage, and sustained 99.9%+ cloud availability.Govern multi‑vendor ecosystems with outcome‑based scorecards, improving vendor SLA adherence by 10–20% while reducing cross‑tower rework and delays.Build and mentor future‑ready leadership teams with strong succession, improving attrition by ~4 pts, increasing internal promotions, and strengthening engagement and delivery maturity.Own risk, compliance, and audit readiness across SOC, ISO, GDPR/UK DPA, and HIPAA, achieving zero high‑severity audit findings and faster evidence closure.