Ankit Kumar

IT Operations & Service Delivery Lead with 15+ years of experience owning SLA-driven operations, major incidents, and customer escalations across enterprise environments. I specialize in stabilizing infrastructure services, driving governance, and leading cross-functional teams under pressure. With 15+ years in IT Service Delivery and Operations Management, I've built a career around one core belief: great service delivery isn't just about technology—it's about people, processes, and proactive communication. 🎯 WHAT I BRING TO THE TABLE: → Service Governance: Managing SLA/OLA compliance with 100% achievement over 4 consecutive years → Team Leadership: Leading cross-functional teams of 8-12 members to deliver consistent results → Stakeholder Management: Conducting monthly service reviews with C-level executives → Problem Resolution: Handling escalations and driving root cause analysis to prevent recurring issues → Continuous Improvement: Implementing CSI initiatives that reduced incident volumes by 15-25% 💼 MY EXPERIENCE SPANS: • Managing service delivery for 2,500+ servers across global environments • Leading major incident management and post-incident reviews • Driving ITIL-based processes (Incident, Problem, Change management) • Coordinating multi-vendor activities and contract adherence • Building KPI dashboards and automated reporting frameworks 🎓 CREDENTIALS: • Executive MBA - Strategy & Leadership (O.P. Jindal Global University) • ITIL Foundation • Infrastructure Operations Specialist • Exploring GenAI applications for service automation I'm passionate about building high-performing teams and creating service delivery frameworks that balance operational excellence with business needs. 📩 Open to connecting with fellow service delivery professionals and discussing opportunities where I can drive service excellence.