Sahil Dharwal

I’m a results-driven Sr. Service Coordinator with 3.5+ years of experience in IT service management, shift leadership, and multi-region service delivery. I lead shift operations for a team of 2–4 analysts, assigning incoming tickets by priority, skillset, and availability while coordinating resource allocation across in-house technicians and third-party vendors.

I’m known for maintaining 95%+ SLA compliance while managing 10–15 tickets daily across global time zones. I run end-to-end incident and request lifecycle management, act as the central coordination hub between technical and client stakeholders, and lead root cause analysis (RCA) with corrective and preventive actions. I also refine service delivery workflows, escalation matrices, and SOPs, and I prepare analytical reporting that helps senior management make data-driven decisions—while actively supporting service quality through daily audits. I’m seeking to transition into IT Project Management or a senior service delivery leadership role where I can scale process improvements and deliver reliable outcomes.