Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic
Krishnendu Sinha

Krishnendu Sinha

Service Delivery Manager
Zapopan

Summary

Experienced and results-driven Service Delivery Manager with over 18 years of expertise in managing IT services, client relationships, and cross-functional teams.

Proven track record of delivering high-quality solutions, optimizing service performance, and driving continuous improvement in complex environments.

Adept at aligning service delivery with business goals and ensuring customer satisfaction.

Overview

10
10
years of professional experience
4
4
Certifications
3
3
Languages

Work History

Service Delivery Manager – System Enablement

TCS PepsiCo
08.2023 - Current
  • Onboarded 250+ associates across multiple transitions, achieving zero onboarding delays and ensuring full system access within 48 hours of start date.
  • Maintained 100% SLA compliance for system enablement, contributing to a 15% increase in operational readiness across business units.
  • Resolved 1,200+ SNOW incidents and service requests, reducing average resolution time by 35% and improving user satisfaction scores to 98%.
  • Acted as single point of contact for 500+ Mexico business users, resolving issues with a first-contact resolution rate of 85%.
  • Created 50+ reusable knowledge articles and user stories, reducing repetitive queries by 30% and cutting onboarding time by 20%.
  • Managed 30+ major incidents, restoring services within 2 hours on average, minimizing business impact and avoiding revenue loss.
  • Collaborated with 15+ global support teams and vendors, reducing license provisioning time by 40% and saving an estimated $50K annually in delayed productivity.
  • Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Delivered weekly transition reports to stakeholders, improving visibility and enabling faster decision-making during critical onboarding phases.
  • Partnered with in-house IT to implement service improvements, resulting in a 20% drop in recurring access issues and a 10% boost in system uptime.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Facilitated cross-team coordination during transitions, ensuring zero critical business disruptions and maintaining 100% continuity in service delivery.

Account Manager – CPG Accounts

TCS PepsiCo, Herbalife, Hasbro, Bose, Kimberly-Clark
08.2021 - 08.2023
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Developed and executed QoQ growth strategies, resulting in a 30% increase in account profitability.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Manage strategic relationships with 5+ major CPG clients, driving YoY revenue growth of 18–22%.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Fulfilled 95%+ open requirements with an average time-to-fill under 10 business days.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Improved gross margin by 12% YoY through optimized resource planning and strategic negotiations.
  • Built strong partnerships with BRMs and client stakeholders, leading to 3 new service lines across accounts.
  • Collaborated with recruitment teams to achieve a 70% first-round selection rate, reducing vendor competition closures by 40%.
  • Oversaw onboarding of 150+ associates, ensuring 100% compliance and timely client communication.
  • Led cross-functional teams to deliver 100% on-time service, maintaining zero SLA breaches.
  • Negotiated annual SME rate increases, resulting in 10–15% uplift in account revenue.
  • Conducted strategic planning with cluster heads, contributing to a 20% increase in account-level EBITDA.
  • Aligned team skill upgrades with market trends, boosting client satisfaction scores to 95%+.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Managed operational tasks including budget allocation, resource utilization, and attendance tracking, improving efficiency by 25%.
  • Developed customized account plans for clients to help them achieve their business goals.

Delivery Manager

TCS Herbalife
01.2020 - 07.2021
  • Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
  • Managed resources effectively to avoid unnecessary delivery delays.
  • Led a high-performing team of 140 employees, driving operational excellence and fostering a culture of accountability and growth.
  • Managed vendor relationships with a sales-oriented approach, increasing conversion rates through strategic use of inbound/outbound calls and SMS campaigns.
  • Enabled partner success by coordinating the delivery of contracted solutions, ensuring alignment with cost, schedule, and quality benchmarks.
  • Monitored customer quality metrics and implemented proactive improvements, resulting in a 20% boost in service satisfaction scores.
  • Identified and qualified high-value partners, contributing to a 15% increase in revenue through enhanced professional services delivery.
  • Collaborated with internal stakeholders across service, marketing, PR, and support teams to refine partner strategies and streamline processes.
  • Championed team development through goal-setting, performance reviews, and mentorship, leading to a 25% improvement in team engagement and retention.
  • Engaged customers to discuss business needs and explore opportunities to increase sales.
  • Enhanced team performance by providing regular feedback, coaching, and training opportunities.

Product Owner

TCS GE
07.2020 - 06.2021
  • Ensured 100% application availability during both business and non-business hours, supporting uninterrupted operations.
  • Led daily scrum meetings with cross-functional teams to align on priorities, blockers, and sprint goals.
  • Defined and executed strategies for incremental product development and deployment, improving release efficiency.
  • Delivered weekly performance and progress reports to the Senior Product Director and CIO, enhancing transparency and strategic alignment.
  • Collaborated with end users and stakeholders to gather requirements and translate them into actionable tasks for the development team, resulting in on-time delivery of key product features.
  • Provided “As-Is” support to all stakeholders, maintaining high levels of user satisfaction and operational stability.
  • Maintained 100% SLA and OLA compliance, contributing to consistent service quality and reliability.
  • Led a cross-functional infrastructure team, fostering a culture of accountability and continuous improvement that resulted in a 25% increase in team productivity.
  • Designed and implemented a new infrastructure operations model, streamlining workflows and enhancing service delivery across business units.
  • Championed a data-driven approach to KPI/SLA management, improving performance visibility and driving a 15% uplift in service quality.
  • Spearheaded cloud migration initiatives, transitioning on-premise servers to cloud platforms, reducing infrastructure costs by 30% and improving scalability.
  • Directed capacity planning and manpower management, ensuring optimal resource utilization and 100% daily delivery compliance.
  • Maintained 100% policy and regulatory compliance, reinforcing operational discipline and risk mitigation.
  • Managed program financials, successfully meeting YoY cost targets while optimizing budget allocation.
  • Conducted regular goal-setting and feedback sessions, boosting team morale and reducing attrition by 20%.
  • Mentored junior team members and facilitated skill development programs aligned with evolving infrastructure trends.

Delivery Lead

TCS PepsiCo
04.2018 - 12.2019
  • Led transition management efforts to bring projects to steady-state operations, ensuring seamless handover and continuity.
  • Delivered 24/7 end-to-end production support for critical business applications, maintaining 99.9% uptime across platforms.
  • Identified and resolved recurring issues, implementing permanent fixes that reduced incident volume by 30%.
  • Ensured 100% SLA compliance for all major incidents and delivered detailed Root Cause Analyses (RCAs) to stakeholders.
  • Managed key applications , supporting core business functions across LATAM.
  • Coordinated the SAP PI-PO migration project, aligning offshore and onsite teams for successful delivery.
  • Oversaw a team of 60+ members, driving performance, accountability, and continuous improvement.
  • Created and presented Weekly Status Reports (WSR) and Monthly Service Reviews (MSR) to customers, enhancing transparency and trust.
  • Acted as a liaison between offshore and onsite teams, ensuring alignment and timely issue resolution.
  • Served as Problem Manager for both SAP and non-SAP applications, proactively addressing root causes and minimizing disruptions.
  • Monitored support channels and maintained strong communication with stakeholders and end users, achieving high satisfaction scores through timely responses and issue resolution.

Team Leader Manager

TCS AbInBev
07.2015 - 03.2018
  • Led employee relations through effective communication, coaching, training, and development.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.

Education

B.Tech - Computer Science And Engineering

Netaji Subhash Engineering College
India
05.2001 -

Skills

IT Service Management (ITSM)

Software

ASPNET

SQL Server

Certification

ITIL

Timeline

Service Delivery Manager – System Enablement

TCS PepsiCo
08.2023 - Current

Account Manager – CPG Accounts

TCS PepsiCo, Herbalife, Hasbro, Bose, Kimberly-Clark
08.2021 - 08.2023

Product Owner

TCS GE
07.2020 - 06.2021

Delivery Manager

TCS Herbalife
01.2020 - 07.2021

Delivery Lead

TCS PepsiCo
04.2018 - 12.2019

Team Leader Manager

TCS AbInBev
07.2015 - 03.2018

B.Tech - Computer Science And Engineering

Netaji Subhash Engineering College
05.2001 -

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Krishnendu SinhaService Delivery Manager