Sudheesh Madhu
@sudheeshmadhu
I’m a certified Scrum Master and program/service delivery leader driving SLA/KPI success with Agile and ITIL.
IndiaWhat I'm looking for
I’m a results-driven Program & Service Delivery Manager with 14+ years leading enterprise IT operations, cross-functional engineering teams, and global stakeholder programs. As a Certified Scrum Master and Lean Six Sigma Green Belt, I combine Agile delivery discipline with ITIL v4 governance to consistently hit SLA/KPI targets.
I’ve built a track record of “zero SLA breaches” on multi-million-dollar accounts, strengthened CAB risk governance, and aligned executives across India/UAE operations. I also focus on eliminating change-induced outages by tightening risk management and production stability practices.
In recent roles, I’ve supervised and coached technical support teams, closed performance gaps, and improved delivery workflows using ServiceNow and Jira. I leverage Lean Six Sigma (DMAIC and 5-Whys RCA) and data-driven reporting (Power BI, SQL) to surface root causes, optimize processes, and improve execution velocity.
Beyond governance, I enjoy operational innovation—most notably architecting an AI-driven ChatOps agent that auto-generates executive status updates and RCA documents during major incidents to reduce MTTR and manual reporting effort.
Experience
Work history, roles, and key accomplishments
Managed program and portfolio service delivery, supervising and coaching a technical support team to improve SLA/KPI performance. Governed service delivery using ServiceNow and Jira and handled escalations across international business units with CAB risk/change advisory involvement.
Process Transition & Capability Manager
Aug 2022 - Jul 2024 (1 year 11 months)
Led cross-functional engineering and support teams across an onshore-offshore delivery model and facilitated Agile ceremonies to unblock teams and improve sprint delivery velocity. Directed training and capability governance during large-scale service transitions.
Analyzed operational telemetry and reporting to identify systemic delivery gaps and improve procedures. Partnered with Change Advisory Boards and control towers to manage risk posture and protect production stability using ITSM tools.
CRM Supervisor - Reporting
IBM Daksh Business Process Services
Sep 2011 - Nov 2013 (2 years 2 months)
Supervised technical delivery queues and monitored performance against SLA targets while enforcing standard operating playbooks. Produced reporting using Power BI, SQL, Excel, and supported analytics.
Education
Degrees, certifications, and relevant coursework
Rabindranath Tagore University
Bachelor of Arts (B.A.), Arts
Earned a Bachelor of Arts (B.A.) via correspondence from Rabindranath Tagore University, Bhopal. Completed in 2025.
State Board of Technical Examination
Diploma in Hotel Management, Hospitality Management
2006 - 2009
Grade: 6.7
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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