Mk Khan

Senior IT Project Manager with 17+ years of experience leading enterprise IT Infrastructure, Cloud, Cybersecurity, Service Delivery, Digital Transformation, and AI-driven business initiatives across global organizations. Proven expertise in delivering end-to-end technology programs, PMO governance, stakeholder management, and leading cross-functional teams of over 120 professionals. Hands-on experience designing AI Agents, Generative AI solutions, workflow automation, and business productivity tools using ChatGPT, Claude, Google Gemini, Microsoft Copilot, GitHub Copilot, Perplexity, n8n, Make, Voiceflow, and Botpress.

Strong background in AWS, Azure, GCP, DevOps, ITIL, Enterprise Infrastructure, and leveraging AI to improve operational efficiency, customer engagement, and business transformation.

Assistant General Manager (Project & Service Delivery) at HCL Technologies (2022-03 – 2025-01)

Previous Role: Group Manager (2011 – 2016)

• Led enterprise infrastructure and cloud transformation projects for global customers.
• Managed end-to-end project lifecycle from initiation to successful delivery.
• Directed cross-functional teams across Infrastructure, Cloud, Security, Networks, and Service Management.
• Managed project budgets, governance, RAID logs, project schedules, and executive reporting.
• Worked closely with senior stakeholders and business leadership to align technology initiatives with business objectives.
• Improved operational efficiency through automation and process optimization.
• Delivered high customer satisfaction while maintaining SLA and KPI compliance.
• Led business continuity, disaster recovery, and infrastructure modernization initiatives.
• Successfully implemented AI-enabled operational improvements and Six Sigma process enhancements.
• Led AI adoption initiatives by evaluating and implementing Generative AI solutions to improve operational efficiency and service delivery.
• Designed and developed AI-powered automation workflows using ChatGPT, Claude, Microsoft Copilot, Gemini, n8n, and API integrations.
• Built proof-of-concept AI Agents for internal knowledge management, IT operations, customer support, and productivity enhancement.
• Collaborated with business stakeholders to identify AI use cases and automate repetitive operational activities.
• Leveraged Generative AI for documentation, reporting, knowledge management, root cause analysis, and operational decision support.
• Evaluated emerging AI technologies and recommended enterprise AI adoption strategies aligned with business objectives.

Service Delivery Manager at Elevate Services (2019-07 – 2022-03)

• Managed global IT operations and service delivery programs.
• Led infrastructure support, cloud operations, service transitions, and continual service improvement initiatives.
• Coordinated cross-functional teams, vendors, and business stakeholders.
• Managed project planning, resource allocation, risks, budgets, and customer escalations.
• Implemented ITIL best practices and service governance frameworks.
• Improved operational performance through automation and process optimization.
• Introduced AI-assisted operational workflows to improve service delivery efficiency and knowledge sharing.
• Developed AI-powered automation solutions for internal operations using ChatGPT, Claude, Gemini, and workflow automation platforms.
• Built small-scale AI Agents for process automation, IT support, document generation, and customer engagement.
• Integrated AI tools into project delivery processes to reduce manual effort and improve productivity.
• Worked with business and technical teams to evaluate AI opportunities for enterprise automation and digital transformation initiatives.

Service Delivery Manager at GAVS Technologies (2017-09 – 2018-11)

• Managed enterprise infrastructure support and service delivery operations.
• Led incident, problem, change, and service improvement projects.
• Managed customer relationships and SLA compliance.
• Coordinated infrastructure transformation initiatives.

IT Consultant at Fujitsu (2008 – 2011)

• Delivered enterprise infrastructure implementation and support projects.
• Managed Windows Server, Active Directory, virtualization, networking, and storage environments.
• Participated in project planning, deployment, migration, and operational support.

Lead - NOC & SOC Operations at Microland (2007 – 2008)

Subject Matter Expert (SME) at Infosys (2005 – 2007)

MBA in Artificial Intelligence & Machine Learning (2025)