Summary
Overview
Work history
Education
Skills
Timeline
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Karthik Somasundaram

Luton,United Kingdom

Summary

Experienced IT leader with 15 years of global experience in Service Transition, Delivery Operations, and P&L Management. Specialized in End-User Computing across pre-sales, transition, transformation, and steady-state delivery. Successfully led global transitions for clients including Staples, Symantec, USAA, and Honeywell.


Skilled in partner governance, solution design, and deploying next-gen EUC tools aligned with business needs. Strong communicator and strategist with expertise in data analysis, continuous improvement, and cross-functional collaboration.

Overview

15
15
years of professional experience

Work history

Head of Service Delivery – Digital Workplace

Wipro Limited
London, United Kingdom
06.2021 - Current
  • Lead global delivery of End-User Computing, Field Services, and Cross-Functional Services with a 200+ member team across 4 geographies.
  • Act as the primary client interface in the UK, ensuring strategic alignment, service excellence, and stakeholder engagement.
  • Achieved 99.6% customer satisfaction and improved program margins through automation, optimization, and new business initiatives.
  • Successfully migrated 40,000+ users to Windows 11 in under 10 months, ensuring minimal disruption and high adoption.
  • Spearheaded Digilocker implementation and IT Vending Machines deployment seamlessly to improve end-user experience.
  • Oversaw P&L and resource planning, resulting in significant profit margin improvement and sustained cost control.
  • Drove process reengineering, value-added assessments, and continuous improvement initiatives.
  • Mentored high-potential talent, enhanced team capabilities, and contributed to business growth with new client leads and references.

Operations manager

HCL Technologies
Chennai, India
09.2019 - 06.2021
  • Defined and maintained SLAs for supported services in collaboration with Service Delivery Management.
  • Analyzed weekly operational metrics (SLA, backlog, DSAT) and led service improvement initiatives.
  • Engaged with customer stakeholders weekly and presented monthly performance reports to leadership.
  • Monitored team performance and implemented improvement plans to enhance service quality.
  • Led EUC tool implementation workshops and collaborated with client architecture teams.
  • Designed and executed a seamless Win 7 to Win 10 migration with minimal user impact.
  • Recognized as Best Employee for 3 consecutive years at HCL and honored by multiple clients.

Transition Lead / Service Line Manager

HCL Technologies
Chennai, India
01.2016 - 08.2019
  • Led end-to-end transition planning and execution, including due diligence, knowledge transfer, and documentation sign-offs.
  • Coordinated with internal teams to set up helpdesk infrastructure (OMC, data, voice networks).
  • Managed hiring and onboarding of skilled team members aligned with project scope and SOW.
  • Identified risks and implemented mitigation strategies to ensure smooth service transition.
  • Conducted client workshops, trained support teams, and collaborated on automation initiatives.
  • Executed seamless cutover from incumbent vendor to HCL, followed by hypercare and steady-state handover.

EUC Track Lead

HCL Technologies
Chennai, India
09.2014 - 12.2015
  • Led global IT support operations including Service Desk, Incident Management, and multilingual teams across HCL delivery centers.
  • Defined and optimized support processes, driving service improvements through regular reviews and audits.
  • Managed resource planning, performance monitoring, and technical hiring to align with delivery needs.
  • Conducted SLA/KPI reviews with leadership and ensured high service quality and customer satisfaction.
  • Supported IT strategy execution through infrastructure planning, process reengineering, and automation initiatives.

Technical Support Executive, Subject Matter Expert

Sutherland Global Services Pvt Ltd
Chennai, India
06.2010 - 07.2014

Education

Diploma in Computer Application - Computer Application

Tamil Nadu Advanced Technical Training Institute
Chennai, India

Master Diploma in Computer Application - Computer Application

Tamil Nadu Advanced Technical Training Institute
Chennai, India

Skills

    Delivery Management
    Customer Engagement
    Stewardship
    New Business & Harvest Strategy
    Business & Operational Excellence
    P&L Management
    Global IT Delivery
    Partner management
    Data Analytics & Automation

Timeline

Head of Service Delivery – Digital Workplace

Wipro Limited
06.2021 - Current

Operations manager

HCL Technologies
09.2019 - 06.2021

Transition Lead / Service Line Manager

HCL Technologies
01.2016 - 08.2019

EUC Track Lead

HCL Technologies
09.2014 - 12.2015

Technical Support Executive, Subject Matter Expert

Sutherland Global Services Pvt Ltd
06.2010 - 07.2014

Diploma in Computer Application - Computer Application

Tamil Nadu Advanced Technical Training Institute

Master Diploma in Computer Application - Computer Application

Tamil Nadu Advanced Technical Training Institute

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