Arjun Dhall
@arjundhall
Service Delivery Lead driving high-performing service desk teams and measurable SLA improvements.
IndiaWhat I'm looking for
I am a Service Delivery Lead with eight years in IT support and four years in team leadership, focused on delivering exceptional customer support and continuous improvement across global service desk operations. I have led teams, stabilized critical transitions, and consistently exceeded SLAs—achieving metrics like a 99.2% CSAT and reducing resolution times by 20%.
I design and implement process improvements, knowledge bases, and training programs that reduced escalations by 15% and boosted efficiency by 15%; I collaborate with cross-functional teams to resolve major incidents, optimize resources, and enhance self-service through chatbot workflow improvements.
Experience
Work history, roles, and key accomplishments
Service Delivery Lead
Tata Consultancy Services
Jul 2024 - Present (1 year 2 months)
Led end-to-end service desk operations across multiple shifts and time zones, consistently exceeding SLAs and reducing average resolution time by 20% while rebuilding client confidence during a critical transition.
Consultant - Service Desk Lead
Genpact
Mar 2023 - Jun 2024 (1 year 3 months)
Managed and mentored a 20-person service desk team to maintain 99.2% customer satisfaction, implemented ITIL practices, and monitored SLAs to ensure timely resolution of IT issues.
Senior Analyst L2
British Council
Feb 2022 - Mar 2023 (1 year 1 month)
Led and coached service desk analysts, ensured SLA compliance, managed escalations, and implemented process improvements and knowledge base articles to boost service quality.
Senior Analyst
HCLTech
Dec 2018 - Feb 2022 (3 years 2 months)
Provided IT support and access management, reduced ticket backlog through efficient triage, authored SOPs and knowledge articles, contributing to a 15% improvement in service desk efficiency.
Associate IT Support
Wipro
Jun 2018 - Dec 2018 (6 months)
Delivered first-level IT support, resolved 80% of tickets on first contact, managed account provisioning and updated knowledge base to improve team response times.
Operations Representative
Concentrix
Sep 2017 - Jun 2018 (9 months)
Provided L1 technical support via calls, chat and email, conducted initial diagnostics and escalations, and maintained ITSM documentation to support KPI improvements.
Education
Degrees, certifications, and relevant coursework
Bharati Vidyapeeth University
Bachelor of Business Administration, Business Administration
Completed undergraduate studies in business leading to a B.B.A/B.M.S degree at Bharati Vidyapeeth University, finishing in 2017.
Central Board of Secondary Education (CBSE)
High School Diploma (Class 12), General / Secondary Education
Completed higher secondary education (12th grade) under the CBSE curriculum in 2014.
Central Board of Secondary Education (CBSE)
Secondary School Certificate (Class 10), General / Secondary Education
Completed secondary education (10th grade) under the CBSE curriculum in 2012.
CCCaltech (Postgraduate Program in Cloud Computing)
Postgraduate Program in Cloud Computing, Cloud Computing
Completed a postgraduate program in Cloud Computing through Caltech-affiliated executive education.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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