Swarna Prasun Maitra

I’m a results-driven IT Service Delivery & Managed Services leader with 15+ years of experience managing large-scale, multi-regional IT operations across the US, Canada, Australia, and NSE markets. I focus on operational excellence that turns into measurable business value through workforce economics, SLA discipline, and continuous improvement.

Most recently at Deloitte, I assumed service desk responsibility ahead of transition, inheriting an overstaffed and unstable 33-person team. I right-sized it from 33 to 22 FTEs over 9 months, cut annualized operating hours by 2,600+ and labor cost by ~63%, reduced Average Handle Time from ~24–25 minutes to under 9, and lifted customer survey scores from the mid-80s% to consistently 90%+.

I’ve personally led end-to-end transitions of multiple client service desks, including Australia and Canada engagements from incumbent providers, while ensuring knowledge transfer and SLA continuity. I’ve driven process maturity for Major Incident Management, Problem Management, and Change Management, improved GCC interoperability from 22% to 54% in 8 months, built 1,100+ knowledge articles, and transformed MTTR from 40+ hours to under 10 hours—using Tableau dashboards for executive governance and AI-assisted ticket intelligence (Claude) to uncover drivers and automation opportunities.

I’m a strategic operator and servant leader who bridges workforce planning, service management, and stakeholder engagement. I also support business growth through RFP sizing, pricing, and proposal support, and I’m committed to developing teams and standardizing repeatable playbooks across geographies.