Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Somnath Chowdhury

Somnath Chowdhury

Manchester,UK

Summary

Experienced IT Service Delivery Manager with industry experience. Offers excellent communication and good judgment to effectively meet team needs. Proven expertise in Chnage, Incident and Problem Management, Strategic Planning and Execution, Budget Management, Vendor Management, Team Leadership and Development. Adept at driving project implementation and development while maintaining performance metrics and reporting. Skilled public speaker with a focus on team building.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Service Delivery Manager

TCS
Manchester, UK
08.2018 - 03.2025
  • Managing a Global team managers and team members across UK, Australia and India team of 80 IT professionals, overseeing the delivery of technology services across multiple business units
  • Lead and transform and mentor a global team of IT leaders, fostering a culture of excellence, collaboration, and continuous improvement
  • Managing project expectations through regular meetings, project status reports and maintaining relationships
  • Manage the execution of IT service delivery processes, including incident management, problem management, change management, and service request fulfillment
  • Work across our ITIL based services, like problem and incident management to deliver customer outcomes
  • Coordinate effort and liaise between onshore and offshore teams
  • Ensure that an excellent service is being consistently delivered, and end customers consistently receive the contracted services
  • Group reporting, key control and risk management
  • Ensure effective management and process controls are in place and escalation is effective where necessary
  • Chair the monthly service board and weekly service meetings with the client, ensuring alignment on priorities
  • ITIL service governance framework, including Service Transition, Service Strategy & Design
  • Serve as the primary contact for internal and external stakeholders, ensuring transparent communication on system status
  • Act as a point of contact and escalation for contracted end customers
  • Work closely with development teams to seamlessly transition major enhancements into the live service
  • Lead groups Technology Data Office, responsible for driving core CMDB, data mapping process and asset management controls
  • Be part of the senior management and leadership team for Technology, collaborating, supporting, and driving our team's success
  • Supporting and Owning more than 100+ applications (Desktops/Web-based) in multiple technologies, which includes in-house and vendor-based product
  • Lead and drive the delivery of Service governance, core control framework and regulatory adherence
  • Partner with business to plan and run the IT Service Strategy budget across both BAU and all Change programmes
  • Oversee the management of Application support & delivery, integrations and IT infrastructure, including data centers, networks, servers, and cloud services
  • Maintain executive ownership of Managed Service Providers, ensuring the effective delivery of outsourced services and solutions
  • Lead the development of procurement strategies including the production of category strategies, joint planning with customers, and using market insight to drive innovative solutions for our customers
  • Define and establish a comprehensive Service Level & Experience Management framework (including XLAs, SLAs, OLAs, and KPIs) to ensure consistent service quality and robust performance measurement
  • Own, manage, and continuously update the IT Service Catalogue and service performance metrics, ensuring accuracy and transparency
  • Managing day-to-day project activities, such as tracking action items, issues, and risk, facilitating project team meetings (with various groups) and preparing/delivering status reports
  • Develop and execute strategic plans to enhance IT service delivery, aligning with business objectives and driving digital transformation initiatives
  • Draw on professional experience to support product development and a roadmap
  • Collaborate with executive leadership and stakeholders to identify and address technology needs, ensuring alignment with business goals
  • Manage a multi-million-pound budget, optimizing resource allocation and achieving significant cost savings through process improvements and vendor negotiations
  • Spearhead the implementation of a cloud-based service management platform, enhancing scalability and flexibility of IT services
  • Accountable for management of complex/critical/large professional disciplinary area
  • Conducted root cause analysis and post-incident reviews, driving corrective actions and preventing recurrence of issues
  • Focus on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputize for the regional support manager
  • Spearheaded the adoption of automation tools and scripts, reducing manual intervention by 25% and improving efficiency
  • Managed vendor relationships, ensuring timely support and resolution of third-party software issues
  • Provide estimation detail to the Project Manager for resource allocation and same as update into Team planner and resource planner
  • Involved in On-Prem to cloud SAAS/PAAS/IAAS movement migration Project

Service Delivery Manager

Capita
London, UK
02.2017 - 07.2018
  • Managed Team of 40 Developers, support analysts for suite of financial applications
  • Managed end-to-end delivery of IT services for key clients, ensuring adherence to SLAs and high levels of customer satisfaction
  • Led transition to Agile service delivery model, improving responsiveness and collaboration across teams
  • Directed incident, problem, and change management processes, reducing service disruptions and improving system reliability
  • Developed and maintained strong relationships with clients, vendors, and internal stakeholders, fostering collaboration and trust
  • Implemented performance metrics and reporting mechanisms to monitor service delivery performance and identify areas for improvement

Service Delivery Lead

TCS
Pune, India
06.2015 - 02.2017
  • Supervised team of service delivery analysts, ensuring timely and effective resolution of IT incidents and requests
  • Coordinated with development and infrastructure teams to deploy and support technology solutions, enhancing service quality and reliability
  • Conducted root cause analysis for recurring issues, implementing corrective actions to prevent future incidents
  • Developed training programs and knowledge base articles to improve team proficiency and support capabilities
  • Played key role in rollout of IT service management tools, streamlining processes and improving visibility into service performance
  • Worked closely with development teams to ensure seamless transition of new features and updates into production
  • Coordinated with business stakeholders to understand their needs and priorities, aligning support activities accordingly

Senior Production Support Analyst

Glam India Pvt Ltd
Pune
05.2014 - 06.2015
  • Lead a team of 15 support engineers in providing 24/7 production support for financial applications
  • Provided frontline support for IT services, handling incidents and service requests with focus on customer satisfaction and timely resolution
  • Assisted in development and maintenance of IT service management processes and documentation
  • Participated in on-call rotation, providing after-hours support for critical incidents and ensuring service continuity
  • Maintained detailed records of service activities and generated reports for management review and analysis
  • Develop and monitor SLA/KPI metrics, maintaining 99.9% uptime for critical systems
  • Introduce automation tools to streamline routine tasks, improving team efficiency by 20%
  • Provide training and mentoring to team members, fostering collaborative and high-performing team environment

Education

Master Of Computer Application - Computer Application

University Of Pune
/2013 -

Bachelor Of Computer Application - Computer Application

Siliguri Institute Of Technology
Kolkata
/2010 -

Skills

  • IT Service Delivery Management
  • ITIL Best Practices
  • Change and BAU
  • Development
  • Project implementation
  • Agile and Scrum Methodologies
  • Cloud Computing and Virtualization
  • Incident and Problem Management
  • Change Management
  • Strategic Planning and Execution
  • Budget Management
  • Vendor Management
  • Team Leadership and Development
  • Performance Metrics and Reporting
  • Public speaking
  • Team building

Certification

  • ITIL V4, 2021
  • Prince2 Practitioner, 2022
  • SAFe Agile, 2024

Accomplishments

  • Recognized as best employee for excellence in IT delivery, 2024.
  • Successfully led a high-impact IT project that resulted in completion of On-Prem to Cloud movement, earning as best Team award, 2023.
  • Recognitised for outstanding leadership in digital transformation, 2020.

Timeline

Senior Service Delivery Manager

TCS
08.2018 - 03.2025

Service Delivery Manager

Capita
02.2017 - 07.2018

Service Delivery Lead

TCS
06.2015 - 02.2017

Senior Production Support Analyst

Glam India Pvt Ltd
05.2014 - 06.2015

Master Of Computer Application - Computer Application

University Of Pune
/2013 -

Bachelor Of Computer Application - Computer Application

Siliguri Institute Of Technology
/2010 -

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Somnath Chowdhury