Santhosh Govindan

Strategic service delivery and operations leader with over 20 years of experience in global IT infrastructure and enterprise client relationships. Expert in driving operational efficiency, optimising costs, and fostering collaboration across teams. Experienced in leading large-scale projects and adapting to changing business needs while building high-performing teams focused on results.

Associate General Manager at HCL Technologies (2019-06 – Present)

Manage end-to-end service operations for a leading global pharmaceutical client across the Americas and Asia-Pacific, overseeing hosting, network and cloud engineering, the operations service desk, end-user computing, and data center security services.

• Built short- and long-term operational roadmaps aligned to business objectives; led major initiatives including data center migrations, resource optimization, and one-touch disaster recovery.
• Implemented cost-control measures that reduced operating expenses without compromising quality, and established proactive risk-mitigation strategies to minimize service disruption.
• Introduced KPIs and dashboards to track service delivery performance and enable data-driven decision-making.
• Maintained strict adherence to applicable laws, regulations, and standards across all service domains while partnering cross-functionally to raise service standards and improve customer satisfaction scores.
• Facilitated communication between client leadership and internal teams; led QBRs, DORs, and WORs to promote alignment, transparency, and client trust.
• Designed and implemented automation scripts for device management, cutting manual effort and accelerating issue resolution in partnership with senior engineers.
• Expanded automation coverage to reduce manual effort, improve resolution efficiency, and ensure consistent SLA compliance.
• Championed diversity and inclusion across global regions; partnered with leaders to drive upskilling in emerging technologies.

Service Delivery Consultant III at DXC Technologies (2014-10 – 2019-06)

Led a cross-functional team of 70+ engineers across multiple technology disciplines, delivering end-to-end managed services for global data centre operations on behalf of a leading pharmaceutical client.

• Partnered cross-functionally to raise service standards, improving customer satisfaction and sustaining client retention.
• Reduced incident volume by approximately 60% through refined alert thresholds and proactive problem management.
• Strengthened change governance to minimise infrastructure outages, driving change-failure rates to near zero.
• Directed semi-annual DR exercises aligned to agreed SLAs; introduced one-touch automation that cut DR execution time to under a day.
• Instituted rigorous governance frameworks with structured milestone tracking and executive reporting to ensure on-time delivery.
• Expanded automation coverage and conducted regular SLA reviews to eliminate manual effort and ensure compliance.

Lead Administrator – B3 at Wipro Technologies Pvt. Ltd (2014-08 – 2014-10)

Professional 2- Server Administrator at CSC India Pvt. Ltd (2010-02 – 2014-08)

System Specialist at VMoksha Technologies Pvt. Ltd (2008-02 – 2010-01)

Sr. Network Operations Engineer at Verisign Services India Pvt. Ltd. (2008-01 – 2008-02)

Infrastructure Analyst at Affiliated Computer Services Pvt. Ltd (2004-02 – 2007-12)

MBA in IT Operations – Sikkim Manipal University, Bengaluru (2009-01)

B.Sc. in Electronics – Bangalore University (2000-01)