Driving IT service excellence through strategic leadership and innovative solutions, I am a seasoned Senior IT Service Delivery Manager dedicated to optimizing operations, enhancing customer satisfaction, and achieving business objectives. With a proven track record of leveraging management experiences and a diverse technical background to direct global IT organizations to deliver successful and effective business solutions, I empower teams to deliver high-performance service delivery while fostering a culture of continuous improvement and client-centricity.• Advocated for clients, bridging between client needs and organizational capabilities to ensure delivery excellence and prompt resolution of concerns.• Served as the primary point of contact between clients and company teams, ensuring effective delivery of agreed services.• Directed cross-functional onshore and offshore IT staff and infrastructure operations, fostering collaboration between teams to develop, administer, and support the IT infrastructure on Azure, Oracle Cloud Infrastructure (OCI) and on-premise platforms.• Executed Statements of Work (SOW) and Change Orders with precision, ensuring alignment and compliance with client expectations, thereby fostering trust and satisfaction in service delivery, and service renewals.• Monitored service levels (SLAs) closely, collaborating with Operations teams to ensure contractual compliance.• Presented Root Cause Analysis reports for high priority incidents, facilitating transparency and resolution.• Collaborated with Finance to produce account forecasts, monitored P&L, and managed margins to ensure financial viability and profitability of service delivery operations.• Coordinated application and infrastructure outage/release management with clients, resulting in minimal controlled impact to the client’s business.• Collaborated closely with IT Service Management to administer and facilitate the ITIL processes for Change Management and Problem Management for the client, providing significant improvements to internal processes.• Introduced efficiencies across multiple client groups by driving adoption of uniform processes and ITSM tool implementation, resulting in streamlined operations and improved service delivery.Let's Connect: Email: msrsolutions@gmail.comService Delivery Management | Project Management | Customer Success | Information Technology | PMP | CSM | Scrum | ITIL | Managed Services | Leadership | Governance | Service Management | Problem Resolution | Client Relationships | Cloud | Lifetime Learner | Contract Execution