Summary
Overview
Work history
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Michael de Padua

London,UK

Summary

Accomplished IT Service Delivery Manager with 20+ years of experience delivering enterprise IT services, governing SLAs, and leading global teams to achieve operational excellence. Expertise in end-to-end ITSM processes, stakeholder management, and service transformation across financial services, consulting, and technology sectors. Proven track record of driving continuous improvement, vendor governance, and cost optimisation while ensuring service quality and compliance with ISO 20000 standards.

Overview

24
24
years of professional experience
1
1
Certification

Work history

Major Incident Manager

Hexaware Technologies
London
03.2024 - 08.2025
  • Own service continuity during major incidents, ensuring delivery commitments are protected.
  • Govern communications and escalations during critical outages, maintaining business confidence.

IT Service Management Specialist (FTC)

Allianz UK
Guildford
08.2023 - 03.2024
  • Audited ITSM processes to ensure adherence to delivery standards and compliance requirements.
  • Produced governance dashboards and MIS reports for service quality tracking.

IT Product & Service Management Manager

Boston Consulting Group
London
07.2022 - 02.2023
  • Ensured service transition governance, integrating new services into BAU with minimal disruption.
  • Maintained CMDB integrity to underpin reliable service delivery.

Sr. Solution Assurance Manager

Hexaware Technologies
Chennai
08.2019 - 07.2022
  • Directed IT Service Delivery for a multi-geo enterprise, including 24/7 Service Desk, Change, Problem, Major Incident.
  • Migrated ITSM, ITOM, and Asset Management to ServiceNow, improving governance and reporting.
  • Defined SLAs, OLAs, KPIs, and policies, aligning service delivery to business expectations.
  • Increased CSAT by 150%+ through service redesign and performance improvements.

Director, IT Service Excellence

Sutherland Global Services
Chennai
02.2012 - 07.2019
  • Delivered a large IT Service transformation programme, achieving $600,000 cost savings.
  • Governed service delivery across Problem, Change, Continual Service Improvement, and ServiceNow functions.
  • Transformed user experience by implementing portals, self-service, and automation.

Senior Incident Manager

Standard Chartered Bank
Chennai
04.2011 - 02.2012
  • Governed critical incident response and ensured minimal service delivery disruption for banking operations.

Service Desk Manager

Sutherland Global Services
Chennai, India
09.2001 - 09.2007
  • Managed delivery of Service Desk operations across 3 countries, supporting 30,000+ users 24/7.
  • Governed SLA compliance, reporting, and service reviews with stakeholders.

Education

BSc - Psychology

University of Madras

ITI Electronics (Trade Certificate) - undefined

Govt. of India

Skills

  • IT Service Delivery & Governance
  • Major Incident, Problem & Change Management
  • ISO/IEC 20000 Lead Auditor ITIL V3 Prince2 Foundation
  • ServiceNow (ITSM, ITOM, Asset, CMDB)
  • Global Service Desk Leadership
  • SLA, OLA & KPI Management
  • Stakeholder & Vendor Relationship Management
  • Continuous Improvement & Service Transformation
  • Risk, Compliance & Audit
  • IT governance knowledge
  • Continuous improvement mindset
  • Process improvement initiative
  • ITIL frameworks expertise

Websites

Certification

  • ISO/IEC 20000 Lead Auditor (Cert # SMLA1016854-2017-01)
  • ISO/IEC 20000 Lead Implementor (Course completion)
  • ITIL Foundation (V3)
  • Prince2 Foundation (Cert # GR656031539MD)
  • MCP – Microsoft Certified Professional (NT 4.0)

Languages

English
Native
Tamil
Elementary

Timeline

Major Incident Manager

Hexaware Technologies
03.2024 - 08.2025

IT Service Management Specialist (FTC)

Allianz UK
08.2023 - 03.2024

IT Product & Service Management Manager

Boston Consulting Group
07.2022 - 02.2023

Sr. Solution Assurance Manager

Hexaware Technologies
08.2019 - 07.2022

Director, IT Service Excellence

Sutherland Global Services
02.2012 - 07.2019

Senior Incident Manager

Standard Chartered Bank
04.2011 - 02.2012

Service Desk Manager

Sutherland Global Services
09.2001 - 09.2007

ITI Electronics (Trade Certificate) - undefined

Govt. of India

BSc - Psychology

University of Madras

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Michael de Padua