Puneet Singh
@puneetsingh1
Service Delivery Manager with 19+ years driving IT operations, service reliability, and cost-optimised delivery.
What I'm looking for
I am a results-driven Service Delivery Manager with over 19 years of experience across IT, ITES, BFSI, Telecom, and consulting sectors, focused on service delivery management, transitions, operations, and incident response. I have driven uptime and SLA excellence, led large distributed teams (70+), and delivered measurable revenue and margin improvements through upselling, cost optimization, and process automation.
My background spans program and product leadership in IAM, ITSM, cybersecurity delivery, and infrastructure operations, with strengths in stakeholder management, root cause analysis, and continuous improvement. I hold an Executive MBA in IT, multiple industry certifications (ITIL, SAFe, CSM, AWS GenAI), and consistently translate technical capability into operational value for global clients.
Experience
Work history, roles, and key accomplishments
Delivered 99.8% uptime and 99.5% SLA adherence for an Australian superannuation client while managing a 70+ member offshore/onsite team and exceeding a fixed-price support contract P&L by 5–10% QoQ through upsell and integration work.
Led cybersecurity and risk delivery for an energy client generating $1.2M/year, managing a 40+ associate distributed team and delivering UAM, IAM, and risk-management services while driving cost-saving and escalation resolution.
Orchestrated enterprise risk and capacity management, led supplier/client teams across EUC, infrastructure and security, and implemented monitoring and process improvements that reduced incident recurrence and improved account revenue by ~7% QoQ.
Led ITSM teams to deliver ITIL-aligned incident, change, problem, capacity and access management, driving KPI improvements, compliance with audits, and continuous service improvement including disaster recovery exercises.
Owned IAM product (Okta) strategy and TCO, led product and program delivery for managed access services, and advised on security best practices and compliance to improve service offerings.
Led problem management and IT infrastructure operations to drive root-cause elimination, reduce incident recurrence, and improve infrastructure availability and SLA compliance.
Network Administrator
TSYS Cardtech India Pvt Ltd
Sep 2009 - Oct 2010 (1 year 1 month)
Managed Lotus Domino, Active Directory, VMware, antivirus and backup solutions across mainframe and distributed environments, ensuring reliable LAN/WAN operations and resource optimization.
Engineer IT Infrastructure
Artech Information Systems Pvt Ltd
Mar 2007 - Aug 2009 (2 years 5 months)
Administered Windows servers, VMware and Symantec Backup Exec and evaluated hardware/software for procurement to support stable IT infrastructure operations.
Education
Degrees, certifications, and relevant coursework
Amity University, Noida
Executive M.B.A. (Information Technology), Information Technology
Completed an Executive M.B.A. in Information Technology, focusing on management practices for IT operations and service delivery.
M.J.P. Rohilkhand University
Bachelor of Technology, Computer Science & Information Technology
Earned a Bachelor of Technology in Computer Science & Information Technology with foundational training in software and infrastructure technologies.
Availability
Location
Authorized to work in
Job categories
Skills
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