Sunil Dhar Email & Phone Number

Noida, Up, In

Noida, Uttar Pradesh, India

As a Director of IT Service Management (ITSM), I am responsible for overseeing and optimizing the delivery of IT services. My role involves strategic planning, implementation of ITSM processes, and ensuring that IT services align with the business objectives and deliver exceptional value to stakeholders.Key Responsibilities:Leadership and Strategy:o Develop and implement the overall IT service management strategy.o Lead and manage the ITSM team, fostering a culture of… Show more As a Director of IT Service Management (ITSM), I am responsible for overseeing and optimizing the delivery of IT services. My role involves strategic planning, implementation of ITSM processes, and ensuring that IT services align with the business objectives and deliver exceptional value to stakeholders.Key Responsibilities:Leadership and Strategy:o Develop and implement the overall IT service management strategy.o Lead and manage the ITSM team, fostering a culture of excellence, collaboration, and continuous improvement.o Align ITSM processes with industry best practices and organizational goals to drive operational efficiency.Service Delivery and Optimization:o Oversee the implementation and maintenance of ITSM processes, ensuring they meet the highest standards of quality and efficiency.o Continuously monitor and analyze service performance, implementing improvements to enhance service delivery.o Ensure the IT service delivery framework is robust, scalable, and capable of supporting the organization's evolving needs.Stakeholder Management:o Act as the primary point of contact for all IT service-related issues, providing timely and effective resolutions.o Collaborate with other departments and stakeholders to understand their requirements and deliver tailored IT solutions.o Communicate effectively with technical and non-technical stakeholders, ensuring transparency and alignment.Financial Management:o Drive initiatives that enhance revenue growth through improved IT service delivery and customer satisfaction.5. Innovation and Improvement:o Lead initiatives to adopt new technologies and processes that enhance IT service delivery.o Foster a culture of innovation within the ITSM team, encouraging the exploration of new ideas and solutions.Risk and Compliance Management:o Ensure compliance with all relevant regulations, standards, and policies.o Identify and mitigate risks associated with IT service delivery. Show less

Noida, Uttar Pradesh, India

Seasoned professional with around 15 years of experience in various IT roles delivering top class customer services. I have performed various roles starting from providing the Technical Support to Managing the Customer Support Operations in an enterprise class organizations to building a Customer Success functions & Growing Sales/Revenue and Customer Footprint to Managing IT Monitoring Tools to leading the Service Management Function (Incident, Change, Problem). Lead IT Service… Show more Seasoned professional with around 15 years of experience in various IT roles delivering top class customer services. I have performed various roles starting from providing the Technical Support to Managing the Customer Support Operations in an enterprise class organizations to building a Customer Success functions & Growing Sales/Revenue and Customer Footprint to Managing IT Monitoring Tools to leading the Service Management Function (Incident, Change, Problem). Lead IT Service Operations, optimizing ITSM processes and tools. Drive continuous improvements, ensuring high service quality and efficiency. Foster collaboration within IT operations, resolving complex service issues. Monitor KPIs, report performance, and ensure compliance with IT standards. Implement training for team development in ITSM tools and processes. Manage incident and problem management to minimize disruptions and enhance customer satisfaction. Show less

Noida Area, India

 Lead and develop the Operations Team, ensuring high-quality 24/7 production support and effective service level management. Implement and enforce standards and procedures for Cloud Ops activities, driving compliance and continuous improvement. Communicate effectively across technical and non-technical stakeholders, ensuring smooth operation and swift incident resolution. Monitor services, support outage recovery, manage customer communications, and report on KPIs for continuous… Show more  Lead and develop the Operations Team, ensuring high-quality 24/7 production support and effective service level management. Implement and enforce standards and procedures for Cloud Ops activities, driving compliance and continuous improvement. Communicate effectively across technical and non-technical stakeholders, ensuring smooth operation and swift incident resolution. Monitor services, support outage recovery, manage customer communications, and report on KPIs for continuous operational improvement. Participate in business case development, delivery changes, and provide Cloud Operational insights to customer-facing teams. Plan and execute training objectives, focusing on problem-solving, capacity, and performance enhancement. Show less

Gurgaon, India

 Lead customer management, change requests, and scope management to ensure environment stability and client satisfaction. Act as the primary contact between customers, sales, and Managed Hosting/Cloud Services teams, addressing issues and risks proactively. Drive customer retention and revenue growth by fostering positive relationships and coordinating seamless transitions for new clients. Develop and implement procedures for incident response, liaise between clients and service… Show more  Lead customer management, change requests, and scope management to ensure environment stability and client satisfaction. Act as the primary contact between customers, sales, and Managed Hosting/Cloud Services teams, addressing issues and risks proactively. Drive customer retention and revenue growth by fostering positive relationships and coordinating seamless transitions for new clients. Develop and implement procedures for incident response, liaise between clients and service delivery, and communicate planned outages and security updates. Maintain 24/7 support for up to 50 accounts, ensuring optimal satisfaction, quick issue resolution, and detailed reporting on tickets and resolutions. Show less

Gurgaon, India

 Ensure overall client satisfaction and retention, acting as the primary contact for all operational issues. Provide timely responses and effective solutions for client requests and problems, escalating as needed for swift resolution. Coordinate with finance to resolve billing issues and review change plans to minimize client impact. Manage add-on requests, contract renewals, and additional business opportunities, maintaining skills to handle orders and sales. Implement and… Show more  Ensure overall client satisfaction and retention, acting as the primary contact for all operational issues. Provide timely responses and effective solutions for client requests and problems, escalating as needed for swift resolution. Coordinate with finance to resolve billing issues and review change plans to minimize client impact. Manage add-on requests, contract renewals, and additional business opportunities, maintaining skills to handle orders and sales. Implement and maintain optimized monitoring solutions, recommend upgrades, and proactively improve the client experience. Maintain regular contact with technical and business client contacts, perform periodic account reviews to facilitate the sales process and enhance client relations. Show less

Gurgaon, India

 Foster a supportive team environment, maintaining open communication and advocating for team members. Regularly coach and appraise team members, providing specific, constructive, and encouraging feedback. Ensure achievement of performance metrics and promote recognition programs to drive retention. Collaborate with business units to resolve team issues, meeting all reporting deadlines. Analyze trends and develop action plans for solutions, supporting other Team Leaders as… Show more  Foster a supportive team environment, maintaining open communication and advocating for team members. Regularly coach and appraise team members, providing specific, constructive, and encouraging feedback. Ensure achievement of performance metrics and promote recognition programs to drive retention. Collaborate with business units to resolve team issues, meeting all reporting deadlines. Analyze trends and develop action plans for solutions, supporting other Team Leaders as needed. Supervise daily operations, manage attendance, and aid in the selection, training, and development of team members to achieve career goals. Show less

Executive Mba, Information Technology

Bca, Computer Applications

Activities and Societies: Cooking, Helping the under Privileges, Caring for Environment, Plantation. Learned the use of computers.