Open to opportunities

Randhika Wickramarathna

@randhikawickramarath

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Accomplished IT Service Delivery Manager with over 12 years of experience.

Sri Lanka

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and continuous improvement, where I can leverage my expertise to enhance service delivery and drive operational excellence.

I am an accomplished IT Service Delivery Manager with over 12 years of experience in delivering high-quality IT support and services across various industries. My expertise lies in ITIL practices, service level management, and team leadership, where I have consistently improved operational efficiency and driven customer satisfaction.

Currently, I oversee service management, incident, and problem management processes at Pearson Lanka. I enhance reporting capabilities through platforms like ServiceNow and Azure DevOps, ensuring compliance with ITSM governance processes. My strong background in IT advisory, technical services, and project management, coupled with advanced certifications, positions me as a collaborative leader committed to continuous improvement and effective stakeholder engagement.

Experience

Work history, roles, and key accomplishments

Current

Lead - (Service Management)

Current

Pearson Lanka (Private) Limited

Apr 2022 - Present (3 years 3 months)

Oversee day-to-day operational activities, ensuring the team meets Service Level Agreements (SLAs) and delivers high-quality IT services. Design and implement service management processes and procedures, ensuring efficiency and adherence to best practices.

ITIL ServiceNow Azure DevOps Power BI Incident Management Problem Management Stakeholder Engagement Process Improvement SLA Management

Assistant Manager (Service Delivery)

Inbay SL (Private) Limited

Oct 2018 - Apr 2022 (3 years 6 months)

Led the Client Services and NOC support teams to ensure seamless service delivery and continuous operational efficiency. Managed daily operations to ensure team members consistently met SLAs and service standards.

Client Services SLA Management Resource Allocation performance reporting Team Leadership Customer Satisfaction

Assistant Manager (IT Advisory Services)

Ernst & Young

Dec 2015 - Oct 2018 (2 years 10 months)

Led ERP project execution to ensure vendor deliverables aligned with client business requirements, meeting deadlines and maintaining accuracy. Provided strategic advisory to conduct gap analyses, identifying inefficiencies in existing business processes and uncovering opportunities for optimization.

Gap Analysis Strategic Advisory Client Engagement

Manager (Technical Services)

ABC Computers (Private) Limited

Jan 2014 - Dec 2015 (1 year 11 months)

Managed technical services operations, ensuring efficient delivery and support for clients. Oversaw a team of technical professionals to resolve complex IT issues.

Technical Support IT Operations Team Management Troubleshooting Hardware Software

Project Manager (Information Technology)

Industrial Development Authority - Western Province

Jan 2011 - Dec 2013 (2 years 11 months)

Managed information technology projects from initiation to completion, ensuring alignment with organizational goals. Coordinated with various stakeholders to deliver successful IT solutions.

Project Management Project Planning Implementation Risk Management Budgeting IT strategy

System Administrator

Aitken Spence PLC

Jun 2008 - Dec 2010 (2 years 6 months)

Administered and maintained IT systems and networks, ensuring optimal performance and security. Provided technical support to end-users and resolved system-related issues.

System Administration Network Management Technical Support IT Security Troubleshooting User Support

IT Executive

Asia Capital PLC

Jan 2004 - Jan 2006 (2 years)

Provided IT support and managed IT infrastructure for the organization. Assisted in the implementation of new IT systems and software.

IT Support Infrastructure Management Software Implementation User Training Data Management

Computer Hardware Technician

Technical Support Services (Private) Limited

Jan 2003 - Dec 2003 (11 months)

Performed hardware diagnostics, repair, and maintenance for various computer systems. Provided technical assistance to clients on hardware-related issues.

Diagnostics Technical Support Troubleshooting Customer Service Maintenance

Education

Degrees, certifications, and relevant coursework

BCS Higher Education Qualifications - (UK)

Honours Degree In Information Communication Technology, Information Communication Technology

Completed an Honours Degree in Information Communication Technology, focusing on advanced concepts and applications within the IT field. This program provided a comprehensive understanding of modern communication technologies and their impact.

Esoft Metro Campus

ISO / IEC 27001: 2013 Certified ISMS Lead Auditor, Information Security Management Systems

Achieved certification as an ISO / IEC 27001: 2013 Certified ISMS Lead Auditor, demonstrating expertise in information security management systems. This certification involved in-depth knowledge of auditing and implementing ISMS standards.

Esoft Metro Campus

Foundation In IT Service Management (ITIL - V4) & (ITIL – V3), IT Service Management

Completed foundational certifications in IT Service Management, covering both ITIL V4 and ITIL V3 frameworks. This training provided a strong understanding of best practices in IT service delivery and management.

Esoft Metro Campus

Project Management Professional (PMP), Project Management

Obtained the Project Management Professional (PMP) certification, validating expertise in project management methodologies and practices. This certification demonstrates a commitment to leading and directing projects effectively.

Esoft Metro Campus

Professional In Business Analysis (PBA), Business Analysis

Earned the Professional in Business Analysis (PBA) certification, showcasing proficiency in business analysis techniques and principles. This credential highlights the ability to identify business needs and recommend solutions.