Vikash Sharma

About Vikash Sharma

As an IT Service Delivery Manager professional with over 17+ years of experience, I have a proven track record of delivering high-quality service and support to global Summary** Results-driven **Service Delivery Manager** with [16+] years of experience ensuring seamless IT/business service delivery, optimizing SLAs, and enhancing client satisfaction. Proven track record in **incident resolution, process improvement, and stakeholder management** within [industry, e.g, IT, healthcare, finance]. Adept at leading cross-functional teams to drive operational Competencies** Service Level Agreement (SLA) & KPI Management ITIL Framework (Incident, Problem, Change Management) Client & Vendor Relationship Management Process Optimization & Continuous Improvement Budgeting & Cost Control Risk Mitigation & Compliance (GDPR) ITSM Tools (ServiceNow, Jira, BMC Remedy, Salesforce)**99.95%** SLA Compliance **8/10** Avg. Client CSAT Score Experience-**SLA Management**: Maintained **99.5% service uptime** by monitoring SLAs and implementing corrective actions for breaches-**Client Satisfaction**: Improved client satisfaction scores by **30%** through quarterly reviews and proactive issue resolution-**Incident Management**: Reduced major incident resolution time by **40%** by leading RCA and preventive measures-**Cost Efficiency**:Negotiating vendor contracts and optimizing resource allocation-**Team Leadership**: Mentored a team of 40+ support engineers, improving ticket resolution efficiency by **25%**-**Major Incident Management**: Cut P1 resolution time by 60% via improved escalation protocols-**Team Scaling**: Grew offshore support team from 5 to 25 engineers while improving quality.**IT Service Manager**- Spearheaded the migration to **Salesforce**, Case management and reducing ticket backlog by **35%**-**Ensured compliance is passing all audits with zero non-conformities-**Security Compliance**: Passed SOX audits with 100% adherence to controls.#**Technical Salesforce, Power BI, Tableau **Methodologies**: Agile, DevOps, Lean Six Sigma**Technology-Salesforce, Oracle, Unix and AutosysCloud Platforms**: AWS, Google Cloud ** ITSM Tools**: ServiceNow, Jira Service Desk, BMC, Salesforce.** Infrastructure**: VMware, Citrix, Windows/Linux Servers ** Monitoring**: Geneos,Dynatrace, Splunk ** Frameworks**: ITIL 4.

Experience

1. Head-it & Support, Los (Loan Origination System) Strategy & Production Support Operations

   Hero Housing Finance

   Aug 2024 — Present · Gurugram, IN

   Heading IT & Support PAN India, driving technology operations, service excellence, and digital transformation initiatives. • Led end-to-end IT Operations and Support across applications, infrastructure, and service desk functions. • Managed mission-critical banking systems ensuring high availability, performance, and compliance. • Implemented and governed ITIL processes resulting in improved TATs, reduced incidents, and better service quality. • Oversaw vendor management, SLA adherence, and cost optimization initiatives. • Partnered with business, product, and compliance teams to support digital lending, onboarding, LOS/LMS, and customer platforms. • Ensured regulatory compliance, audit readiness, and information security best practices. • Built and mentored cross-functional IT teams, driving accountability and performance excellence.• Managed L1/L2/L3 support operations for applications and infrastructure. • Handled incident, problem, and change management for critical production systems. • Coordinated with development and QA teams for root cause analysis and permanent fixes. • Improved service metrics through process optimization and automation. • Supported internal and external audits, ensuring compliance with policies and standards. Key Achievements • Reduced system downtime and improved uptime across critical banking platforms • Improved SLA compliance and customer satisfaction scores • Successfully stabilized high-volume production environments • Led multiple successful audits with minimal observations • Implemented structured ITIL processes across support teams• Provided advanced support for applications, servers, and end-user systems. • Monitored system performance and proactively addressed issues. • Assisted in deployments, upgrades, and environment stabilization. • Trained junior team members and documented support processes.

Education

• Jawahar Navodaya Vidyalaya - JNV

  12th, Science

  1995 — 2002

• Madhav Institute of Technology and Science, Gwalior

  Bachelor's degree, Computer Science

  2004 — 2008