Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

SURESH KUMAR NAYAK

Adelaide,Australia

Summary

  • Seeking a challenging opportunity in ICT Program Management / ICT Infrastructure Service Delivery & Operations PROFESSIONAL SNAPSHOT
  • Offering over 16 years of rich experience in IT Service Delivery & Operations Management, Project and Program Management, IT Infrastructure Management, ITIL Operations, Incident/Problem/Change Management, SLA Management, IT Service Desk Management, Process Excellence, Automation, Client Handling, Escalation Handling and Team Management.
  • My recent assignment was with DXC Technology as Professional Project Manager for Government of Australia and also played the role of Service Delivery Manager for SA Health and SA Police.
  • I enjoy leading ICT Program implementation and support projects for various industries i.e. Healthcare, Pharmaceutical, Oil & Gas, Mining, Aviation, Utility, and Tourism. I am aware of industry specific Laws, Guidelines and Policies.
  • I am Prince2, ITIL, SIAM certified and trained on Agile methodologies, Quality standards, Cloud technologies, and Soft Skills.
  • Adroit in implementing Agile methodologies and principles to suit the project environment (Scrum, Kanban, Lean Six Sigma).
  • I have worked in Managed Service Provider (MSP) environment as ICT Operations Manager, Service Delivery Manager, Project Manager, Account Manager, Service Portfolio and Change Manager, PMO Analyst, Incident-Problem-Change-Configuration Manager, Major Incident Manager, ITSM Consultant, Business Continuity Manager, and Service Desk Manager.
  • Lead ITSM projects implementation, process standardization & optimization, training and continuous improvement activities.
  • Leading ICT Programs involving technologies in Server (Wintel, Unix, Backup, Storage, Database, SAP, SCCM, Intune, Exchange, Citrix) & Network (Cisco Router-Switches-WLC-AP, PacketShaper, VOIP, Aruba, Meraki SD-WAN, Checkpoint, Sophos), Hyperscale Cloud Management (Azure, AWS, FortiGate, Crowdstrike, Zscaler), Cybersecurity (SolarWinds, Splunk, ManageEngine, Wireshark, Palo Alto, McAfee, KeyPass, BitLocker, RSA) and O365 Applications Support.
  • Ability to manage Projects & support activities entailing project planning, resource administration, execution, risk mitigation, process compliance & security adherence, monitor, BCP and continual service improvement.
  • I am Customer focused, Outcome oriented, Organizational Strategist, People Manager with commercial and financial acumen.
  • Excellent interpersonal and analytical skills, communicator, and orientation to derails.

Talented professional considered knowledgeable leader and dedicated problem solver. Brings [Number] years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Intelligent Service Delivery Manager with [Number] years of experience in [Industry]. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

19
19
years of professional experience
3
3
Certification

Work History

Professional Project Manager, Service Delivery Manager

DXC Technology
Adelaide
06.2022 - 11.2023
  • Managing scope, schedules, costs, and quality by overseeing project deliverables
  • Ensures schedule and budget are met
  • Prepared detailed statements of work and various management approaches while tailoring the key aspects to suit business objectives and organizational strategies
  • Reviewing delivery assurance methods to ensure adherence to project management policies and procedures
  • Coach and mentor team members on agile principles, tools, and rituals
  • Performed ongoing review of project status; identify possible project risks
  • Recommended and implemented risk mitigation solutions as approved in consultation with various stakeholder and vendors
  • Managed clients, vendors and project team(s) expectations for agreed deliverables
  • Recommended changes or alternate paths based upon performance and metrics
  • Delivering fit for purpose and use project outputs and outcomes
  • Oversee assigned personnel for projects
  • Assigned work and provided directions regarding timeliness and completion of project objectives
  • Addresses performance issues within prescribed guidelines
  • Being a strategic partner, ensuring client is always delighted with the consulting and services and help them grow the business.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Provided detailed project status updates to stakeholders and executive management.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
  • Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.

Senior Project Manager

HCL Technologies Ltd
Bengaluru
07.2020 - 03.2022
  • Establish robust governance and ensure compliance to processes, guidelines, and government regulations
  • Encouraging innovations, value ideas and driving it in an agile and collaborative manner across cross-functional teams
  • Design, build & effectively utilizing ITIL4 & SIAM maturity models for customer & organization benefit
  • Conducting comprehensive assessments of existing ITSM processes, identifying areas for improvement and optimization
  • Leading Automation programs in ITSM modules to reduce the efforts, delivery cost, human errors and improve efficiency
  • Plan, Identify and implement Continual service improvements and transformation plans
  • Proactive Risk Management
  • Delivery of strategic changes and optimization projects, Collaboration between all the service line components, related to solution and proactive approach for performance and capacity management
  • SLA management, and effective forward planning in terms of process delivery, people & client engagement
  • Ensure availability and capability of required infrastructure for efficient and continuous delivery
  • Identify key cost drivers and ensure they are optimized to reduce operational cost
  • Managing project using Agile methods (SAFe, Lean)
  • Managed various technology teams i.e
  • Active Directory, Exchange, SCCM, Citrix, Service Desk, Automation etc
  • Drive organizational initiatives through effective communication and agile collaboration of the cross-functional teams
  • Drive knowledge management and continuous up-skilling of the teams
  • Monitoring their performances and driving Reward & Recognition programs
  • Project: Largest Healthcare Service Provider in Unites States; Complete IT Infrastructure Management / Citrix Cloud Migration / Mail service migration / Migration to O365 / Automation; USD 11 Mn.; 83 people.
  • Maintained schedules to meet key milestones at every project phase.
  • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
  • Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
  • Mentored junior project managers and team members to enhance their skills and career growth.
  • Negotiated contracts with vendors and suppliers, securing favorable terms for the organization''s benefit.
  • Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
  • Developed and maintained project budgets to control costs and meet organizational and project goals.
  • Optimized resource allocation by closely monitoring project progress and adjusting team assignments as needed.
  • Conducted post-project evaluations to identify areas of improvement and implement corrective actions for future endeavors.
  • Developed and led multi-disciplinary team to redefine problems and reach solutions based on different perspectives.
  • Delivered high-quality results by fostering a culture of accountability among team members and setting clear performance expectations.
  • Nurtured strong working relationships with internal and external stakeholders, building trust and credibility that facilitated smooth collaboration on shared goals.
  • Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
  • Spearheaded process improvement initiatives that resulted in increased productivity and streamlined workflows across departments.
  • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.

Operations Manager

Orange Business Services India Technology Pvt. Ltd
Mumbai
09.2018 - 02.2020
  • Contribute to short and long-term organizational planning and strategy as a member of the management team, effective Team Management thereby ensuring customer satisfaction
  • Project management through its inception to BAU support including transitional and transformational activities
  • Manage and improve the effectiveness and efficiency of the service support delivery team (L1/L2/L3 support)
  • Defined & ensured implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods
  • Project/Product delivery using Agile methods (SAFe, Lean)
  • Manage quality assurance programs (ISO 20000, ISO 27000 etc.) from the operational documentation perspective
  • Providing expert guidance on ITSM best practices, industry standards, and regulatory requirements
  • Driving Service Improvement Program, Initiate and execute structural improvement and efficiency programs (system / process / policies) in support of organizations mission
  • Acted as Customer Success Manager / Account Manager for various projects
  • Identify Talent within the team & execute the development plans for the team members and help to achieve them
  • Identification of sales opportunities arising from service delivery
  • Project 1 – Pharmaceutical Industry; PacketShaper QoS 3500 & 7500, Cisco Prime; USD 2 Mn.; 11 team members
  • Project 2 – Oil & Gas Industry; Switches 2900/3850, WLC 2504, Cisco AP, Prime, ISE; USD 2.7 Mn.; 16 team members
  • Project 3 – Tobacco Industry; Cisco Prime, Switches; USD 0.8 Mn.; 6 team members
  • Project 4 – Aviation Industry; Catalyst Switch 6500/Series 3800/2950, FortiGate Firewall, WLC; USD 1.4 Mn.; 9 team members
  • Project 5 – Tourism Industry; Aruba Switches, WLC; USD 1.2 Mn.; 6 members
  • Project 6 – IT (ERP) Industry; Meraki SD-WAN; USD 2.2 Mn.; 12 members
  • Project 7 – Oilfield Services Industry; Switches, Routers, WLC, Checkpoint Firewall; USD 4.7 Mn.; 21 team members.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Devised processes to boost long-term business success and increase profit levels.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Team Lead

Sophos Technologies Pvt. Ltd
Ahmedabad
08.2015 - 12.2017
  • Managing Global Infrastructure Service Operations i.e
  • Incident Mgmt., Problem Mgmt., Change Mgmt., Configuration Mgmt., Global and Local IT Service Desk, Service Request Fulfilment in 24x7 high volume environment
  • Service Portfolio and Catalogue management
  • Building high impact Service Desk with improved Tools and Processes
  • Implemented various ITIL modules and optimized as per organization’s strategic requirements
  • Assist in the development of business cases, project plans, and ROI analysis for ITSM initiatives
  • Active member of IT Process Excellency team to Prepare, Monitor, Evaluate and Improve the process and Automation
  • Acting as escalation point for all requests and incidents, determine root cause of issues and communicate appropriately
  • Train, coach and mentor fellow Specialists including career development
  • Overseeing staff activities
  • Ticket Deep Dive and develop strategies for improvement
  • Working to make Global IT Service Desk the single source of truth
  • Oversee Solutions repository and ensure top quality solutions are available to the staff
  • Developing Service and Business Level Agreements to set expectations and measure performance
  • Developing an effective and workable framework for managing and improving clients IT support in the organization
  • Managing projects using Agile methods (Lean, Kanban)
  • Involved in managing complete 24x7 Level 1 & 2 IT service delivery including Business Service and Technical services of IT function to internal customers of Sophos/Cyberoam
  • SLA Management and Service Reporting
  • Service Continuity, Availability and Capacity Management
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Directed and supervised team of [Number] engaged in [Type] and [Type] development.
  • Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.

Technical Lead

HCL Technologies Ltd
06.2009 - 04.2015
  • Looking after Project Management activities viz
  • Resource Management, Access Management, Asset Management, raising CAPEX and OPEX, Business Continuity Plan, SLA reporting, value ads and improvement areas
  • Participating in internal and external audits and recommending possible corrective plans in case of any non-compliance
  • Configuration Management, Change Management, Problem Management & Knowledge Management activities
  • Assisting ITIL Leaders improving the ITSM modules and workflows for various industry projects
  • Leading and mentoring IT Service Desk team comprising of 25+ L1/L2/L3 support engineers
  • Accountable for Incident Management involving high priority and outage incidents
  • Ensuing compliance through ticket audits
  • Responsible for technical troubleshooting support which includes Active Directory account management, Exchange Server distribution lists & mailboxes, Cloud Desktop using RSA SecurID, MDM service using Zenprise, Active Sync, VPN, Casper Suite, Office Communicator, Bomgar
  • Application support to various in-house and vendor managed applications related to News Editorial, Print and Online Advertising, Circulation, Billing, Classified, Designing, Imaging, Production and Archiving, etc
  • Through Phone, E-mail and Chat
  • Exceeding individual KPIs & KRAs while meeting SLAs set by clients (Dow Jones, New York Post, Community News Group, The Daily, General Electric & S C Johnson)
  • Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
  • Automated monitoring and security measures to reduce required employee attention.

Technical Support Executive

IBM Daksh India Business Ltd
Gurgaon
04.2007 - 06.2009
  • Provided technical support to Canadian ISP, Bell Internet (Bell’s LOB), and handling technical Issues related to Networking, Connection, OS while working with a team to exceed the targets
  • Mentored the fellow team members and assisted in technical troubleshooting and adherence to the SOPs
  • Prepared and updated central knowledge base tool with all operational guides, standard operating procedures and manuals
  • Handled installation, upgradation & configurations of drivers, system applications, antivirus programs, etc
  • Troubleshot TCP/IP Stacks, DHCP, Port Forwarding, POP3, IMAP, and E-mail clients Outlook, Mac Mail, Thunderbird etc
  • Configured different types of routers for LAN & WLAN connectivity using WEP & WPA-PSK Security methods
  • Provided support on configuration and patching of Operating Software(s) Windows XP / 2000 / Vista 32/64-bit, MAC 9.2–10.5, Linux 4 & 5 based desktops and laptops.
  • Mentored junior technicians, fostering their growth and enhancing team performance.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Identified key technology defects to streamline problem resolution.
  • Tracked KPIs and created continuous improvement plans.

Tele Caller

Directions Management Consultant
Ghaziabad
06.2005 - 06.2006
  • Fulfilling the requests related to onboarding, access and general queries
  • Providing support to resolve problems related to applications and tools used in the organization
  • Configuring and resolving everyday issues related to PC & Laptops.
  • Maintained comprehensive knowledge of products and services offered, enabling accurate responses to customer inquiries.
  • Overcame objections using friendly, persuasive strategies.

Business Development Engineer

MicroCell Compu-Systems India Pvt. Ltd
Bangalore
07.2004 - 06.2005
  • Providing technical support related to networking components, installing, configuring and maintenance of PC, Laptops, Switch and Routers to domestic SME businesses
  • Finalizing the quotation and onboarding new clients.

Service Delivery Manager

DXC Technology
  • Role:
  • SPOC for capability-based services to the 2 largest SA agencies
  • ITSM process optimization and improvement as per business requirements using ServiceNow platform
  • Driving continuous improvement and operational change of the capability to enable stability and margin growth
  • Acting as the escalation point for high severity incidents
  • Participate in Change management activities
  • Providing timely and accurate delivery and financial reporting, in executive-level writing, and presentations
  • Ability to manage conflict among multiple stakeholders in a collaborative way
  • Demonstrated leadership skills in managing cross-functional teams effectively in matrix organization
  • SA Health: ICT EUC Infrastructure projects for North Adelaide Local Health Network, CALHN, SALHN, WCHN
  • SA Health: Service Delivery for 2000 Servers, Backups, Storage, Cyber, Cloud and ITIL functions
  • SA Police: Service Delivery for State 695 Servers (Wintel & Linux), Backups, Storage, Cyber Security, ITIL functions, Hyperscale Cloud Management, Third Party Vendor management, and Resource Onboarding
  • SA Water: Application Support Transition – AutoCAD, Chris21, Oracle Hyperion, Thrive, TimeWise, Fast Track
  • SA Department of Premier and Cabinet: Wakefield House IT Infrastructure Relocation
  • City of Gold Coast: Migration of Grange application to Windows 2019 Servers in Azure.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
  • Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
  • Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Supervised operations of 24-hour customer service desk staffed by [Number] team members.
  • Assisted in the development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
  • Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
  • Managed third-party contracts to drive delivery of required services.

Education

MBA - Business Administration, Business’ Management

PGDM-HB, Prin. L N Welingkar Institute of Management Development And Research
Mumbai
06.2016

Bachelor of Science - Computer Science & Engineering

Rajiv Gandhi Proudyogiki Vishwavidhyalaya
Bhopal
06.2004

Skills

  • IT Service Delivery Management Project Management ITIL Operations & BAU Support
  • Service Portfolio Management Transition/Transformation Mgmt ISO Standards
  • Incident/Problem/Change Mgmt Client/Stakeholder/Vendor Mgmt Lean Six Sigma Kaizen
  • Capacity & Availability Mgmt SLA Management Agile Methodologies
  • Disaster Recovery Planning ITSM Implementation Scrum, SAFe, Kanban, Lean
  • Continual Service Improvement People Management Automation
  • Integrity & Accountability Delegation, Communicator & Motivator Innovative & Visionary
  • TECHNICAL SKILLS
  • Operating Systems : Windows 7/10/11, Linux 5, AS400, AIX
  • Database : Oracle 9i, MySQL
  • Tools : MS Project, Salesforce, JIRA, Remedy, ServiceNow, Splunk, SolarWinds, CrowdStrike
  • Networking : Router, Switch, WLC, Aruba, IAP, ClearPass, Meraki, Cisco Prime & ISE, SD-WAN
  • Languages Known:
  • English, Hindi, Odia, Gujarati
  • Visa Status: Skilled - Regional Sponsored (subclass 489) with Full Working Rights, now Pathway to PR

Certification

  • Prince2 Foundation and Practitioner Certificates.
  • ITIL V3 Foundation certified, and V4 Foundation trained.
  • SIAM Foundation Certified.
  • AWS Cloud Practitioner, Azure Fundamentals, Data Fundamentals, and AI Fundamentals training completed.
  • Trained on Six Sigma Yellow Belt, ISO 27001:2013 (ISMS) & ISO 20000:2011 (IT-SMS)
  • Various Soft Skill trainings i.e. Growth Mindset, Collaborative Mode and Agility, Conflict Management, Resolution Skills & Assertive communication, Workshop on How to Receive Criticism and Make it Work for You, The Confident You: Taking Charge of Your Life, Developing Strengths: Yours and Those of Your Team, Global Business Skills (Certified by Hardskills).

Additional Information

  • SOPHOS , Enabled direct reports to achieve Rising Star and Monthly Superstar and Outstanding Performer awards. HCL Outstanding Performer Award for consecutive 2 years. Achiever Award for Technical Support, and Significant Contribution. Recognition Certificate for Hard Work & Dedication. IBM Recognised with Certificate of Excellence in keeping defects to the minimum level (2 times).

Timeline

Professional Project Manager, Service Delivery Manager

DXC Technology
06.2022 - 11.2023

Senior Project Manager

HCL Technologies Ltd
07.2020 - 03.2022

Operations Manager

Orange Business Services India Technology Pvt. Ltd
09.2018 - 02.2020

Team Lead

Sophos Technologies Pvt. Ltd
08.2015 - 12.2017

Technical Lead

HCL Technologies Ltd
06.2009 - 04.2015

Technical Support Executive

IBM Daksh India Business Ltd
04.2007 - 06.2009

Tele Caller

Directions Management Consultant
06.2005 - 06.2006

Business Development Engineer

MicroCell Compu-Systems India Pvt. Ltd
07.2004 - 06.2005

Service Delivery Manager

DXC Technology

MBA - Business Administration, Business’ Management

PGDM-HB, Prin. L N Welingkar Institute of Management Development And Research

Bachelor of Science - Computer Science & Engineering

Rajiv Gandhi Proudyogiki Vishwavidhyalaya

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SURESH KUMAR NAYAK