Sandeep Mohapatra
@sandeepmohapatra
Service Delivery and Program Manager driving IT transformation and delivery.
What I'm looking for
I am a results-driven Service Delivery and Program Manager with 24 years of experience managing global client relationships and leading cross-functional teams to deliver 24/7 IT infrastructure solutions. I specialize in service delivery, program governance, IT transformation, and continuous improvement.
At Wipro and HPE I led large programs and transitions that produced measurable financial and operational outcomes — including delivering incremental order value, recovering operating margins, closing security and compliance gaps, and executing transitions that generated cost savings. I have a track record of improving CSAT, KPI performance, and delivering projects on time with strong governance.
I hold certifications including AWS Certified Cloud Practitioner, PRINCE2 Practitioner, and ITIL Foundation, and I bring expertise in ITSM, automation, and CXO-level reporting. I am focused on driving operational rigor, stakeholder engagement, and sustained service improvement to achieve business goals.
Experience
Work history, roles, and key accomplishments
Lead SDLAN operations for the Philips account managing a 30-person L1/L2/L3 team; improved CSAT from 4 to 6 and transitioned RAG status from red to green within 4 months while restoring positive operating margins through enhanced governance.
Led Global PMO for National Grid data center transformation across US and UK, implementing cost-saving measures to improve gross margin and closing security and compliance gaps through strengthened governance.
Drove the ONELead global program contributing $32M incremental order value in FY21 (58% YoY improvement) and led transitions and Lean Kaizen events that added $2M to order value and achieved excellent client feedback.
Executed a Mexico-to-Tunis/Sofia transition delivering $0.3M annual savings and improved TCE and KPI performance through cross-functional stakeholder engagement.
Delivered $9.5M incremental order value via the ONELead program, developed business plans and actionable insights for MBRs/QBRs and client reviews to exceed targets in FY17–FY18.
Led remote center consolidation for North America enterprise business and implemented a Technical Development Path (TDP) that reduced attrition and improved satisfaction.
Provided remote technical support for North American consumer desktop clients, resolving incidents and maintaining service levels.
Associate - Customer Service
TransWorks
Jun 2004 - Jun 2005 (1 year)
Handled customer service operations for Aditya Birla Group unit, addressing customer queries and ensuring service quality.
Help Desk Engineer
Sutherland Global Services
Dec 2003 - May 2004 (5 months)
Provided technical help desk support and troubleshooting for clients, maintaining SLAs and resolving technical issues.
Group Leader - Senior Faculty
NIIT Limited
Mar 2000 - Dec 2003 (3 years 9 months)
Led faculty and training groups delivering IT and software courses, mentoring students and managing curriculum delivery between 2000 and 2003.
Education
Degrees, certifications, and relevant coursework
Sambalpur University
Bachelor's degree, Economics
Bachelor's degree in Economics from Sambalpur University, Odisha.
NIIT Hyderabad
GNIIT (3-Year Diploma), Systems Management
Completed a 3-year GNIIT Program in Systems Management at NIIT Hyderabad.
Availability
Location
Authorized to work in
Job categories
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