Hanan Khaleef
@hanankhaleef
IT Service Delivery Manager at IDP Education, transforming service desks with AI-led support.
IndiaWhat I'm looking for
At IDP Education, I lead service desk transformation strategy and the modernization roadmap, aligning tools, processes, and operating models with business and IT strategy.
At DXC Technology, I led service desk operations for a $36.7M global account with a team of 20+ agents. We achieved 82.3% First Contact Resolution and 98.4% CSAT.
I helped deliver 30% ticket deflection and 65%+ containment through AI Virtual Agent implementation and automated conversational workflows. AI-assisted ticket summarization and knowledge recommendations reduced MTTR by 22%.
Earlier at DXC Technology, I improved SLA compliance from 88% to 96% as a Service Delivery Coordinator, and as a Support Analyst, I built reusable knowledge articles and SOPs that increased First Contact Resolution from 72% to 84%. I hold ITIL Foundation, AWS Certified Cloud Practitioner, and Lean Six Sigma Yellow and Green Belt certifications.
Experience
Work history, roles, and key accomplishments
Digital Transformation Lead
IDP Education
Jun 2026 - Present (4 months)
Lead service desk transformation strategy and modernization roadmap aligned to business and IT strategy. Drive adoption of self-service, knowledge management, and omnichannel support, and identify AI, RPA, and predictive support opportunities.
Led enterprise Service Desk operations for a $36.7M global account with a team of 20+ L1/L1.5 agents, achieving 82.3% First Contact Resolution and 98.4% CSAT. Achieved 30% ticket deflection and 65%+ containment through AI Virtual Agent implementation, and reduced MTTR by 22% via AI-assisted workflows.
Improved SLA compliance from 88% to 96% and reduced incident backlog 25% within 6 months through proactive governance and cross-team coordination. Improved First Contact Resolution by 12% and reduced repeat incidents 18%.
Increased First Contact Resolution from 72% to 84% by building reusable knowledge articles and SOPs, and reduced recurring P1/P2 incidents 20% via root cause analysis. Improved system availability to 99.8% uptime and reduced average resolution time 15%.
Executive
RIVIGO
Sep 2017 - Oct 2018 (1 year 1 month)
Supported technology-enabled logistics operations, revenue reporting, and network design initiatives.
Education
Degrees, certifications, and relevant coursework
BGSB University
Bachelor of Technology, Information Technology and Engineering
2013 - 2017
Bachelor of Technology in Information Technology and Engineering from BGSB University, 2013 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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