Yogesh Poonacha P

About Yogesh Poonacha P

Professional SummaryA highly accomplished and dynamic Service Delivery and Operations Management professional with over 24 years of experience in IT service delivery, infrastructure management, and business development. Proven leader with a strong track record of managing global teams, and driving operational excellence across diverse sectors, including manufacturing, telecommunications, and logistics. Skilled in ITIL, risk management, financial oversight, and leveraging process improvements to enhance client satisfaction and profitability.

Experience

1. Service Delivery Manager End User Computing IT Service Management Global Service Desk Uam

   Cognizant

   Mar 2024 — Present · IN

   Dynamic and strategic IT leader with a proven track record in managing large-scale technical service delivery across diverse, cross-functional teams. Expert in infrastructure operations, process excellence, and stakeholder engagement, with deep experience in driving transformation, ensuring compliance, and delivering measurable business value.• Service Delivery & Operations: Lead end-to-end infrastructure services with full ownership of incident, problem, and change management. Ensure SLA compliance and drive continuous improvement. Administer ServiceNow and CMDB for operational efficiency.Solutioning & Transformation: Contributed to solution design and successful setup of MSAs. Acted as POC for transformation and BAU teams during migration and transition initiatives.Process & Risk Management: Streamlined IT processes to enhance agility and reduce risk. Conducted risk assessments and implemented mitigation strategies aligned with business continuity.People Leadership: Managed infrastructure teams with focus on KRAs, KPIs, and talent development. Led goal-setting, appraisals, and feedback to drive performance and accountability.Financial Oversight: Handled monthly resource unit billing and validation across teams and customer leadership. Delivered cost optimization and effective resource management.Compliance & Audit: Represented IT delivery in ISO, security, and regulatory audits. Ensured audit readiness and adherence to governance standards.Customer Engagement: Resolved escalations swiftly, coordinated cross-functional teams, and maintained strong client relationships. Implemented service improvement plans to enhance customer experience.er experience and drive long-term value.

Education

• Bangalore University

  Bachelor of Commerce (B.Com.)

  1997 — 2002

• MS Ramaiah Junior and Degree College

  Bachelor of Commerce; MS Ramaiah Junior and Degree, Commerce

• Sikkim Manipal University

  Master of Business Administration, Marketing and HR

Skills

• IT Service Management
• Account Management
• Change Management
• Business Management
• Disaster Recovery
• Pmp
• Service Management
• Service Desk
• Security
• Customer Relations
• Outsourcing
• Cross-Functional Team Leadership
• Ms Project
• Solution Design
• Resource Management
• IT Outsourcing
• Sla
• Project Delivery
• Key Account Management
• Incident Management
• Managed Services
• Integration
• Process Improvement
• Business Continuity
• Operations Management
• Planning
• Service Delivery
• Requirements Analysis
• Consultancy
• Business Analysis
• Global Delivery
• People Management
• Management
• Team Building
• Program Management
• Hp
• IT Operations
• Transition Management
• Project Planning
• Quality Assurance