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Vijit Aggarwal

@vijitaggarwal

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Senior ITIL service delivery manager driving AI-enabled, SLA-focused operations across telecom and fintech.

India

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What I'm looking for

I’m looking for a leadership role where I can own ITIL service delivery, protect SLA/CSAT outcomes, and scale AI-enabled operations. I want a team that values governance discipline (CAB/CSI) and measurable customer value through continuous improvement.

I’m a results-driven Senior Service Delivery Manager with 20 years of experience delivering ITIL-aligned managed services across Telecom, Fintech, and Enterprise IT. I run mission-critical service operations end-to-end, covering Event, Incident, Problem, Change, and Availability Management.

I’ve managed AMC portfolios of $5–10M annually, led teams of 50+, and improved outcomes like CSAT from 3.5 to 4.5+ and NPS growth from 10 to 35 through structured CSI programs. I combine rigorous SLA/OLA governance with hands-on delivery ownership to keep performance predictable for multi-country enterprise accounts across MEA.

In AI-enabled operations, I’ve implemented agentic and generative AI workflows for intelligent monitoring, automated triage, and real-time event correlation using tools like LangFlow and n8n. This approach reduced major incident frequency by 35% and strengthened operational readiness through AI-led service frameworks.

My style is practical and governance-heavy: I chair CAB, maintain FSC and PIR discipline, run major incident war rooms, maintain KEDB, and drive root-cause to permanent resolution. I bring a strong leadership mindset supported by ITIL Foundation, SAFe 6 Agilist, PRINCE2 Practitioner, PSM, and PSPO certifications.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager

Bankai Infotech Ltd.

Jul 2023 - Mar 2026 (2 years 8 months)

Managed support AMC portfolios ($5–7M annually) across multiple customers and AI-enabled event operations. Implemented agentic AI and n8n for proactive event correlation and automated triage, reducing major incident frequency by 35%, while achieving 99%+ incident SLA compliance and improving CSAT from 3.5 to 4.5+ with NPS growth from 10 to 35.

ITIL Service Management Event Management Incident Management Problem Management SLA OLA Governance ServiceNow Agentic AI

Service Delivery Manager

Huawei Technologies

Jul 2016 - Jul 2023 (7 years)

Owned managed services for a major telecom operator with an $8–10M annual AMC, leading a 52+ professional team across NOC, field operations, and service management. Delivered 99%+ SLA adherence, chaired CAB for 98% change success rate, and reduced repeat incident volume by 40% through RCA/problem management and a CSI plan.

Incident Management Problem Management SLA OLA Governance NOC Operations

NOC Manager

Ericsson Global India Ltd.

Jan 2015 - Jun 2016 (1 year 5 months)

Led 24x7 NOC front-office operations across multi-client telecom environments, governing event monitoring, incident triage, and escalation management. Standardized ITIL-aligned workflows to improve incident resolution cycle time by 40% while maintaining SLA compliance and producing performance dashboards that supported CSAT improvements.

NOC Operations Event Monitors Triage Escalation Management SLA Performance Dashboards

Incident Management Lead

Alcatel-Lucent

May 2012 - Nov 2014 (2 years 6 months)

Managed end-to-end P1/P2 incident lifecycle with full SLA/KPI compliance across enterprise telecom networks, coordinating resolver teams and ensuring timely resolution. Conducted RCA with engineering/operations, maintained KEDB, and drove permanent fixes that significantly reduced repeat customer-impacting incidents while serving as the NOC-to-client liaison during outages.

Incident Management Resolver Team Leadership Cross Functional Stakeholder Management