kuruvilla mathew
@kuruvillamathew
Service delivery leader optimizing software support, governance, and customer outcomes.
IndiaWhat I'm looking for
I’m a results-driven IT service delivery and software support leader with 19 years of experience building reliable support operations and improving customer satisfaction. As a Support Delivery Manager, I manage end-to-end support delivery for clients, oversee case and ticket backlogs with escalations and major incident handling, and lead smooth support transitions with effective knowledge transfer.
I bring strong ITIL and IT governance discipline—driving continuous improvement, audits through documentation adherence, SLA management, and KPI-based performance reporting. I’ve led and coached high-performing teams, including heading support teams (60 and 130 members), coordinating cross-functional and vendor collaboration, and using metrics like NPS, CES, FCR, and VOC to guide execution and strengthen operational outcomes.
Experience
Work history, roles, and key accomplishments
Support Delivery Manager
Quorum Software
Aug 2025 - Present (11 months)
Manage end-to-end support delivery for Quorum clients, ensuring high service quality and customer satisfaction. Handle client case/ticket backlogs and escalations, and lead support transitions for knowledge transfer and continuous improvement.
Direct short- to mid-term execution for the software support team's functional service delivery strategy. Set team goals, prioritize daily activities, and manage a department with multiple teams.
Oversee service delivery to meet or exceed client expectations and contractual agreements, while maintaining client relationships through proactive problem-solving. Lead and mentor service delivery teams, implement service delivery plans, and improve processes aligned to company objectives.
Service delivery manager
Continuum Managed Solutions Pvt Ltd
Apr 2016 - Aug 2021 (5 years 4 months)
Head the product support team and provide support for in-house remote monitoring and third-party software for clients in the US/UK/Australia. Liaise with vendors, manage incidents and problems, and drive process improvements based on customer feedback.
Operations manager responsible for service desk and incident-related operations at Wipro InfoTech.
Site in-charge at Wipro InfoTech, overseeing on-site operations and team support activities.
Team support executive-operations
Wipro Bpo
Mar 2009 - Mar 2010 (1 year)
Team support executive in operations at Wipro BPO, supporting operational activities and service execution.
Customer support executive
Wipro Bpo
Feb 2008 - Jan 2009 (11 months)
Customer support executive at Wipro BPO, supporting customer service and related support activities.
Customer care assistant
Air India Air Transport Services Ltd
Jun 1999 - Dec 2007 (8 years 6 months)
Customer care assistant at Air India Air Transport Services Ltd, providing customer care support.
Education
Degrees, certifications, and relevant coursework
Welingkar Institute of Management
Postgraduate Diploma in Management, Management
2023 -
Completed a Postgraduate Diploma in Management at Welingkar Institute of Management in 2023.
Bharathiar University
Bachelor of Computer Application, Computer Applications
2002 -
Earned a Bachelor of Computer Application from Bharathiar University in 2002.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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