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Chandrakanth - IT Service Delivery Manager

[email protected]

Location: Canton, Ohio, USA

Relocation:

Visa: H1B

Accomplished IT Service Delivery and Operations Leader with over 20 years of global experience managing large-scale IT infrastructure, service delivery, and end-user support in manufacturing, retail, healthcare, logistics, and corporate environments. Proven success leading multi-location IT operations across North America, including remote and on-site teams, field services, and service desk environments. Expertise in ITIL-based service management, including Incident, Problem, Change, Release, and Asset Management using tools like ServiceNow and Freshservice. Skilled in end-to-end service delivery management, ensuring SLA/XLA adherence, governance, and seamless stakeholder engagement. Strong record of driving operational efficiency through automation, process standardization, and continuous service improvement (CSI) initiatives. Directed IT support for retail store rollouts, relocations, and infrastructure upgrades, improving scalability and time-to-market. Managed and mentored global IT teams of up to 10+ professionals, conducting performance evaluations and enabling professional development. Hands-on experience supporting end-user computing (Windows 10/11, macOS, O365), Active Directory, Citrix, SCCM, Intune, and VPN access. Led successful cloud migration and application modernization projects using AWS, Azure, VMware, and Microsoft 365 ecosystems. Demonstrated excellence in budgeting, resource planning, and cost optimization, achieving up to 15% improvement in gross margins YoY. Served as a trusted advisor to C-level stakeholders, offering transparent reporting and value-driven service insights via dashboards and KPIs. Consistently delivered 95%+ CSAT across multiple engagements, balancing user satisfaction with operational KPIs. Proven ability to manage audit compliance and IT governance aligned with HIPAA, HITECH, GDPR, and PCI DSS standards. Extensive experience in telecom and voice transformation, including implementation of CCaaS/UCaaS platforms (Avaya, Cisco, Amazon Connect, 8x8). Successfully executed major infrastructure transitions, including data center migrations and network setups in high-availability environments. Strong project and program management skills (Scrum, Agile), leading cross-functional teams through complex IT deployments. Adept in working with vendors and MSPs, managing contracts, procurement, and performance oversight to maximize service value. Developed and maintained comprehensive IT documentation, SOPs, knowledge bases, and RCA reports to support ITIL process maturity. Awarded multiple performance recognitions from Dell, HCL, and Webhelp for excellence in service delivery, innovation, and leadership. Holds an Executive MBA (2024) and multiple technical certifications including AWS Solutions Architect, ITIL4, Scrum Master, ServiceNow Admin, CCNA Collaboration, and Microsoft 365 Admin. Keywords: cprogramm information technology