01
99%+SLA adherence
Across global service operations
Bengaluru, India / 6+ years in global technology operations
Leading 24/7 global IT operations with reliable, measurable results.
Service Delivery Manager · IT Project Manager
I lead a 46-person application-support team across US and UK shifts, combining service delivery, project governance, ITSM, and automation to improve reliability.
SLA adherence
Backlog reduction
MTTR improvement
Global team size
01 Executive profile
Service delivery leadership grounded in operations.
I progressed from IT Operations Lead and Incident Manager to Service Delivery Manager. That experience helps me connect technical response, service governance, and executive decision-making.
Today, I lead 24/7 application support for Paramount Skydance's global media supply chain through LTM, with a 46-person team operating across US and UK shifts.
- 99%+ SLA adherence across global service operations
- 40% backlog reduction and 50% MTTR improvement
- Internal and external projects delivered on time and within approved budgets
- Project governance, capital allocation, executive reporting, and operational automation
Open to conversations about
Service Delivery ManagerIT Project ManagerTechnical Program ManagerIT Operations Leader
02 Impact dashboard
Results I can point to.
Verified outcomes from global application support, service management, process improvement, and operational governance.
02
40%Backlog reduction
Through dashboards and problem management
03
50%MTTR improvement
Through adopted workflow redesign
04
46Global team size
Across US and UK shifts
05
US + UKTime-zone coverage
24/7 operating model
06
ZeroChange disruptions
In the Command Center role
03 Experience
From incident leadership to global service delivery.
Roles, dates, team scope, and outcomes reconciled across the resume and LinkedIn profile.
May 2023 - Present
LTM | Supporting Paramount Skydance application support
Service Delivery Manager
Lead a 46-person cross-functional application-support team across US and UK shifts for the global media supply chain.
- Sustain 99%+ SLA adherence in a 24/7 operating model
- Reduced ticket backlog by 40% through ServiceNow and Jira trend dashboards and stronger problem-management routines
- Improved MTTR by 50% and reduced escalation frequency through adopted workflow redesign and real-time operational visibility
- Deliver internal and external special projects on time and within approved budgets
- Released capacity equivalent to four full-time roles through Lean, Six Sigma, and operational automation
- Manage capital allocation, purchase requisitions, purchase orders, executive reporting, and US and UK stakeholder reviews
ServiceNowJiraProject governanceLean Six Sigma
Jun 2020 - May 2023
LTM | Supporting Paramount Skydance infrastructure operations
IT Operations Lead / Incident Manager
Led a 15-person cross-skilled Command Center team supporting infrastructure monitoring, incident management, and multi-tower IT operations.
- Managed Critical and Major Incident response end to end, coordinating infrastructure towers to limit business impact and meet RTO targets
- Executed Change Management controls with zero change-attributable service disruptions
- Led Shift-Left initiatives that absorbed L1 and L2 activities, improved efficiency, and reduced escalation volume
- Monitored infrastructure health with New Relic, Nagios, BigPanda, and SolarWinds to address risks before client impact
- Led the team to LTM's Best Project for Delivery recognition in 2021
- Owned KPI reporting and incident communications for US and UK stakeholders
Major incidentsChange managementShift-LeftInfrastructure monitoring
Jun 2019 - Jul 2019
Inventeron Technologies and Business Solutions LLP
Machine Learning Intern
Completed applied projects in supervised learning and neural networks, building a technical foundation in artificial intelligence and machine learning.
Machine learningSupervised learningNeural networksArtificial intelligence
04 Selected case studies
Five service problems, with the evidence behind them.
Source-backed examples of service improvement, operational leadership, and applied automation.
01ITSMBacklog reduction through operational analyticsUsed ServiceNow and Jira trend visibility to strengthen problem management.40% backlog reduction
Context
A 24/7 application-support team managed the global media supply chain for Paramount Skydance.
Challenge
The ticket backlog and recurring incidents needed clearer operational visibility and stronger problem-management follow-through.
My role
As Service Delivery Manager, I led the 46-person cross-functional support team across US and UK shifts.
Decisions and actions
I built ServiceNow and Jira trend dashboards and strengthened recurring-incident identification and problem-management routines.
Stakeholders and scope
Shift Leads, L2 engineers, and US and UK stakeholders used the same operating view.
Measurable outcome
The ticket backlog reduced by 40%.
Tools and methods
ServiceNow, Jira, trend dashboards, problem management, and KPI reporting.
Key lesson
The documented levers were operational visibility and stronger problem management.
02ITSMMTTR improvement programApplied Lean Six Sigma workflow redesign and real-time operational visibility.50% MTTR improvement
Context
The application-support program tracked resolution performance across a 24/7 global service.
Challenge
Mean Time to Resolve and escalation frequency needed improvement.
My role
I led the service-improvement work as Service Delivery Manager.
Decisions and actions
I applied Lean Six Sigma workflow redesign, supported formal adoption across the program, and improved real-time operational visibility.
Stakeholders and scope
The changes were adopted across the program and reported through daily governance and US and UK reviews.
Measurable outcome
Mean Time to Resolve improved by 50%, and escalation frequency reduced.
Tools and methods
Lean, Six Sigma, ServiceNow, Jira, operational dashboards, and continual improvement.
Key lesson
The verified improvement came from workflow redesign and real-time visibility.
03AutomationOperational automationAutomated operational workflows and redirected the released capacity.Capacity returned to higher-value work
Context
The application-support program included operational workflows that could be automated.
Challenge
The goal was to return skilled capacity to higher-value initiatives.
My role
I applied Lean and Six Sigma principles to streamline workflows and lead process automation.
Decisions and actions
I automated operational workflows and used the released capacity for higher-value initiatives.
Stakeholders and scope
The work supported the 46-person application-support program.
Measurable outcome
The automation released capacity equivalent to four full-time roles.
Tools and methods
Process automation, Lean, Six Sigma, ServiceNow, Jira, and operational reporting.
Key lesson
The result was measured by the capacity returned to higher-value work.
04Global OperationsGlobal service reliability across two operations rolesCombined application-support governance with disciplined incident and change control.99%+ SLA · zero change disruptions
Context
My scope progressed from a 15-person Command Center team to a 46-person application-support team serving global operations.
Challenge
Both roles required reliable incident response, change control, KPI reporting, and coordination across US and UK stakeholders.
My role
I led the teams, owned daily operational governance, and managed executive and stakeholder reporting.
Decisions and actions
I coordinated major incidents, applied change controls, monitored service health, and ran daily and weekly reviews.
Stakeholders and scope
The work covered infrastructure towers, application support, Shift Leads, L2 engineers, and US and UK stakeholders.
Measurable outcome
The application-support role sustained 99%+ SLA adherence. The Command Center role recorded zero change-attributable disruptions.
Tools and methods
ServiceNow, Jira, New Relic, Nagios, BigPanda, SolarWinds, ITIL, and change management.
Key lesson
The evidence connects reliable service performance with disciplined governance and operational visibility.
05AutomationRovo AI Agent for Runbook FinderBuilt an assistant that reads tickets, finds the relevant Confluence runbook, and suggests resolution steps.30 to 60 minutes returned each day
Context
The team repeatedly opened tickets, read the context, searched Confluence, and rewrote resolution steps that already existed in runbooks.
Challenge
Ticket triage and knowledge retrieval were taking close to an hour of team time each day.
My role
I built the Rovo AI Agent for Runbook Finder for the support-delivery workflow.
Decisions and actions
The assistant reads an incoming ticket, interprets the request, retrieves the relevant Confluence runbook, and suggests resolution steps.
Stakeholders and scope
The agent supported the application-support team handling incoming tickets and runbook-based resolution work.
Measurable outcome
The team regained 30 to 60 minutes each day for client-value work.
Tools and methods
Confluence Rovo AI, support runbooks, ticket context, and suggested resolution steps.
Key lesson
A narrow assistant was useful because it removed repeat search and rewriting from an existing workflow.
05 Expertise
Project delivery, ITSM, and operational leadership.
Verified capabilities drawn from project delivery, 24/7 service operations, leadership, and automation work.
01Project, service & leadership expertise
Project PlanningProject GovernanceScope, Schedule & Budget DeliveryRisk MitigationResource AllocationExecutive Reporting24/7 Service DeliveryMajor Incident ManagementProblem ManagementChange ManagementSLA & KPI ManagementRecovery Time ObjectivesCross-functional Team LeadershipUS & UK Stakeholder ManagementClient GovernanceLean & Six SigmaShift-LeftProcess Automation
02Project, ITSM & monitoring tools
JiraJira Service ManagementServiceNowJQLConfluenceSharePointSlackExcelPowerPointAha!New RelicNagiosBigPandaSolarWindsWireshark
03AI & automation capabilities
LLMs: GPT & ClaudeMicrosoft CopilotOpenAI CodexAgentic AIConfluence Rovo AIAI-driven Process AutomationPrompt EngineeringGoogle Stitch
06 Leadership operating model
From business priority to reliable execution.
The recurring leadership work documented across service delivery, incident management, reporting, and improvement.
I lead 46 cross-functional Shift Leads and L2 engineers across US and UK time zones.
I translate operational KPIs into executive reporting and use daily governance to keep service work aligned.
07 AI and automation perspective
AI applied to a real service bottleneck.
The Rovo runbook assistant is the clearest example: a focused tool built around work the support team already did every day.
What the agent does
01Reads the incoming ticket02Interprets the request03Finds the relevant Confluence runbook04Suggests resolution steps05Removes repeat search and rewriting
How I approach adoption
Useful service automation still needs an approved tool, clear ownership, and protection for client and operational data.
- Human oversight
- Information security
- Data privacy
- Approved enterprise tooling
- Auditability
- Measured operational value
30 to 60 minutesreturned to the team each day for client-value work
08 Credentials
Education and certifications, verified.
Academic and professional credentials reconciled with Sai's LinkedIn profile.
Education
REVA University
Bachelor of Technology, Computer Science & Engineering
2016-2020 · 8.24 CGPA
Licenses & certifications
- Building with the Claude APIAnthropic · Issued Aug 2026Credential ID ezs56p5jz4qw
- Introduction to Model Context ProtocolAnthropic · Issued Aug 2026Credential ID k4b95op2vaom
- Introduction to Agent SkillsAnthropic · Issued Jul 2026Credential ID muxc86o9832i
- Claude Code in ActionAnthropic · Issued Jul 2026Credential ID 2876srj5ae6n
- Claude 101Anthropic · Issued Mar 2026Credential ID fbhe6xsfzr2d
- LTI Certified Cloud & Infrastructure Services ProfessionalLTM · Issued Jun 2020
- LTM Certified Gen AI: Foundation CourseLTM · Issued Apr 2024
- AWS Technical ProfessionalAmazon Web Services (AWS) · Issued Mar 2023Credential ID ID E-VX29K1
- ITIL 4 FoundationPluralsight · Issued Feb 2023Credential ID REP ID 4127
- Project Management Certification (Google for Startups)LearnTube.ai · Issued Apr 2026Credential ID DJA-B-1-2430027-0
Awards & recognition
Best Project for Delivery, 2021
Awarded by LTM for consistent service delivery and transparent client KPI reporting.
Tools & methodologies
Project & ITSM tools
Jira · Jira Service Management · ServiceNow · JQL · Confluence · SharePoint · Slack · Excel · PowerPoint · Aha!
Frameworks & delivery
ITIL 4 · Project Governance · Waterfall · Agile · Hybrid · SDLC · Incident Management · Change Management · Problem Management · Product Management
AI & automation
GPT · Claude · Microsoft Copilot · OpenAI Codex · Agentic AI · Confluence Rovo AI · AI-driven Process Automation · Prompt Engineering · Google Stitch
Cloud & infrastructure
AWS: EC2, EBS, VPC, IAM, CloudWatch · Azure Fundamentals · Active Directory · DNS · MSSQL · SAP Basis · SaaS · Windows Server · Linux Server
Monitoring & security
New Relic · Nagios · BigPanda · SolarWinds · Wireshark
Development & integration
SQL · Python · APIs · Figma · Maze design testing
09 Start a conversation
Let's discuss a service delivery, project, or technical program leadership opportunity.
LinkedInlinkedin.com/in/saisharanpEmailsaisharan.p@yahoo.com
LocationBengaluru, India
RésuméDownload Word document