BASUDEV SARKAR PMP®, PMI-ACP®
QUERETARO
Summary
Service Delivery & Operations Leader with 18+ years in Business operations and IT Infrastructure. Skilled in digital transformation, automation, AI/analytics, and hybrid cloud. Proven track record in driving operational excellence, leading global teams, and delivering complex projects on time. Transitioning into Project Management to lead scalable, innovation-driven initiatives with strong data analysis skill and cross-functional leadership. Recognized for strong emotional intelligence, adaptability, reliability and value delivery.
Overview
18
18
years of professional experience
Work History
Service Delivery Manager
Tata Consultancy Services
11.2023 - Current
- Managed service delivery processes to enhance client satisfaction and operational efficiency.
- Managed a team of 40 resources responsible for 15,000 support tickets per month, consisting of both L1 and L2.
- Coordinated cross-functional teams to ensure timely project execution and resource allocation.
- Implemented service improvement initiatives, resulting in streamlined operations and increased productivity.
- Developed client engagement strategies to foster strong relationships and drive recurring business opportunities.
- Analyzed service performance metrics to identify trends and recommend actionable improvements.
- Collaborated with stakeholders to define project scope, objectives, and deliverables aligned with client expectations.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Develop and manage project budgets; monitor and report on the progress of the project to all stakeholders.
- Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
- Build, develop, and grow any business relationships vital to the success of the project; effectively communicate project expectations to team members and stakeholders.
Program Manager
Tata Consultancy Services
04.2020 - 11.2023
- Improved service quality, addressing client concerns promptly and professionally.
- Managed a global team of over 50 members (mostly in India) for an IT infrastructure consolidation program and support operations.
- Support operations include 1,000+ servers (Windows and Unix), 500+ network devices (routers, switches, firewalls, etc.), and around 50+ database maintenance support systems (MSSQL, MongoDB, etc.).
- Led cross-functional teams to deliver complex projects on time and within budget.
- Facilitated stakeholder meetings to align project goals with business objectives and secure support.
- Analyzed project performance metrics to identify areas for improvement and drive efficiency initiatives.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Change planning, implementation, and management; capacity management and prioritization; vendor management.
- Project Management, Waterfall/SDLC, and SCRUM, Agile.
Solutions Specialist
Tata Consultancy Services
03.2019 - 03.2020
- Analyzed client requirements to design customized solutions enhancing operational efficiency.
- Tracking, monitoring, and responding to IT infrastructure RFPs and RFIs.
- Collaborated with cross-functional teams to implement software solutions improving project delivery timelines.
- Recommended new products and services to customers.
- Led initiatives to streamline workflows, reducing response times for client queries and support requests.
- Mentored junior team members, providing guidance on best practices in solution development and implementation.
- Facilitated stakeholder meetings to gather feedback and align technology solutions with business goals.
Assistant Manager
Tata Consultancy Services
02.2016 - 02.2019
- Managed daily operations to ensure project timelines were met efficiently.
- Collaborated with cross-functional teams to streamline communication and improve workflow processes.
- Developed process documentation to support knowledge sharing and operational continuity.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Operations Team Leader
Tata Consultancy Services
06.2012 - 02.2016
- Managed global customers from multiple geographies.
- Lead business operations from multiple industry verticals, such as Banking, Insurance, and Media & Entertainment services.
Subject Matter Expert
Tata Consultancy Services
09.2009 - 05.2012
- Subject Matter Expert for Business operations for a large Media & Entertainment business based out in US
Process Specialist
Tata Consultancy Services
09.2007 - 08.2009
- Delivered regular financial operational requirements for a large banking customer.
Education
Agile Certified Practitioner (PMI-ACP®) - Agile Project Management Methodologies
Project Management Institute of America
United States Of America10-2025
Project Management Professional (PMP®) - Project Management
Project Management Institute of America
United States Of America06-2025
Bachelor of Commerce - Financial Accounting (Honours)
Calcutta University
Kolkata, India06-2006
Skills
- Data analysis expertise
- Customer service excellence
- Detailed case documentation
- Project management
- Agile 20 & Hybrid PMO
- Business requirements analysis
- Proficient in ITIL practices
- Customer-focused value delivery
- Leadership in Remote & Hybrid Environments
- Soft Skills - Emotional INtelligence, Radical Clarity in communication, Negotiation, Decision Making under uncertainty, Storytelling with Data
- Change Management & Business Transformation
- Business and Financial Accumen
Additional Information
Additional Certifications & Courses :
- Google Cloud GEN-AI Leader (Google Inc.) - 2025
- Business Analysis Foundation (NASBA) - 2025
- Financial Statement Analysis (NASBA) - 2025
- Practical Application of Generative AI (PMI) - 2025
- UK Financial Services, Regulations and Ethics - CF1 (CII UK) - 2017
- Life Administration (Insurance) - FA1 (CII UK) - 2018
- Pensions Administration (Insurance) - FA2 (CII UK) - 2019
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Technical Skills / Tools :
- Project Management Tools: Jira, Asana, ServiceNow
- ITSM Platforms: ServiceNow
- Infra Monitoring : SITE 24/7
- Contact Center Tool : Genesis
- Cloud : AWS
- Automation Tool : Success KPI
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Awards & Achievements :
- Award for Excellence, Best Team Award (Mar, 2025)
- Beyond Performance Award, TCS Soldier Award (2020, 2023)
- Service & Commitment Award (2022)
- Award for Innovation, Innovista Sparkles (2022)
-
Professional Memberships :
- PMI Membership
- LinkedIn Membership
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Volunteering / Social Work :
- Member of Bharat Sevasram Sangha and part of their social reform and help community activity (India)
-
Portfolio / GitHub / LinkedIn :
- PMI Community Profile : https://community.pmi.org/profile/basudevsarkar
- LinkedIn Profile : https://www.linkedin.com/in/basudev-sarkar-pmp%C2%AEpmi-acp%C2%AE-4434376a/
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Availability / Location Flexibility :
- Willing to relocate
- Open to hybrid/remote roles
-
Visa and Work authorization :
- Mexico Work Permit – Active
- US B1/B2 Visa – Active
-
Languages
English
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Timeline
Service Delivery Manager
Tata Consultancy Services
11.2023 - Current
Program Manager
Tata Consultancy Services
04.2020 - 11.2023
Solutions Specialist
Tata Consultancy Services
03.2019 - 03.2020
Assistant Manager
Tata Consultancy Services
02.2016 - 02.2019
Operations Team Leader
Tata Consultancy Services
06.2012 - 02.2016
Subject Matter Expert
Tata Consultancy Services
09.2009 - 05.2012
Process Specialist
Tata Consultancy Services
09.2007 - 08.2009
Agile Certified Practitioner (PMI-ACP®) - Agile Project Management Methodologies
Project Management Institute of America
Project Management Professional (PMP®) - Project Management
Project Management Institute of America
Bachelor of Commerce - Financial Accounting (Honours)
Calcutta University
Interests
• Culinary experimentation (Continental cuisine) demonstrating creativity and attention to detail
• Swimming and regular fitness training promoting discipline and wellbeing
• Volleyball fostering team collaboration and strategy
• Hiking reflecting resilience and a passion for exploration