Sarthak Singh

I’m an IT Operations professional with 3+ years managing global enterprise service delivery for Fortune 100 client Caterpillar Inc. across North America, EAME, and APAC. I focus on measurable outcomes—near-100% SLA compliance, stronger operational consistency, and faster executive visibility.

In my role at HCLTech, I govern 10+ international vendor relationships while improving regional service delivery performance by 20%. I lead incident and service operations using ServiceNow and ITIL practices, strengthening SLA/KPI governance, escalation handling, billing management, RCA, and reconciliation.

I also reduce operational overhead through automation—building VBA + Mail Merge to cut daily admin communication time for 150+ users from 3 hours to under 10 minutes (95% efficiency gain). I engineered Power BI dashboards for global incident trends and multi-vendor KPIs, reducing senior leadership reporting overhead by 40%, and automated vendor invoice reconciliation against ServiceNow ticket data to improve audit accuracy by ~30%.

I manage end-to-end device lifecycle operations for Dell & Apple fleets via Intune, SCCM, and Jamf, and support globally distributed users with Microsoft 365, VPN, BitLocker, Active Directory, and Windows. I’m recognized with Client WoW Praise Award, Hall of Fame nomination, and exceptional performance ratings—and I’m excited to bring this delivery mindset to global remote work.