Shiven Gandhi

Results-driven IT Service Delivery professional with 10.2 years of experience in IT Service Management (ITSM), IT Asset Management (ITAM), and large-scale project delivery across logistics, warehouse, and BPO environments. Proven track record in achieving 99.9% SLA compliance, driving cost optimization initiatives exceeding 1.3 crore annually, and delivering over 400+ city logistics sites, 300+ Last Mile Locations, and multiple Fulfilment Centres. Expert in implementing ITIL-aligned processes, automation, and security protocols to enhance operational performance and customer satisfaction.

Adept at stakeholder management, cross-functional team leadership (up to 120 engineers), and delivering scalable, compliant IT solutions aligned with business goals.

Asst. Manager - Service Delivery at Teleperformance (2025-05 – Present)

Serve as the primary point of contact for key BPO clients, ensuring alignment of IT services with business goals and client expectations. Lead IT service delivery across multiple locations, ensuring seamless performance and 99.9% SLA compliance.

• Serve as the primary point of contact for key BPO clients, ensuring alignment of IT services with business goals and client expectations.
• Lead IT service delivery across multiple locations, ensuring seamless performance and 99.9% SLA compliance.
• Implement ITIL-based practices and drive continuous improvement initiatives to enhance service efficiency and customer satisfaction.
• Partner with internal teams and client stakeholders to plan and deliver scalable IT solutions aligned with operational goals.
• Mentor teams and conduct regular training sessions to promote adherence to security, compliance, and service quality standards.
• Prepare comprehensive documentation of the technical solution for audit purposes and inclusion in the knowledge repository.

Sr. Engineer - Service Delivery at Flipkart India Pvt Ltd (2022-04 – 2025-05)

Led and managed diverse teams of 10-30 engineers, ensuring operational excellence across 400+ city logistics sites, 5 warehouses, and a regional office. Designed and implemented robust IT asset management policies, achieving significant cost savings through audits and compliance.

• Led and managed diverse teams of 10-30 engineers, ensuring operational excellence across 400+ city logistics sites, 5 warehouses, and a regional office.
• Designed and implemented robust IT asset management policies, achieving significant cost savings through audits and compliance.
• Successfully executed projects including the launch of 130 Last Mile Locations and 4 Fulfilment centres.
• Administered AOP, resource allocation, SLA adherence, and budget oversight.
• Drove automation, security protocols, and process optimizations.
• Partnered with stakeholders to integrate IT systems for maximum efficiency.

Engineer - Service Delivery at Flipkart India Pvt Ltd (2019-11 – 2022-03)

Led ITSM, ITAM, and Change Management for over 6,000 IT assets. Achieved 99.9% SLA compliance rate through business continuity planning. Implemented cost-saving measures saving 1.3 crore.

• Led ITSM, ITAM, and Change Management for over 6,000 IT assets.
• Achieved 99.9% SLA compliance rate through business continuity planning.
• Implemented cost-saving measures saving 1.3 crore.
• Delivered 100 Last Mile Locations and 3 Fulfilment Centres.
• Mentored team members to enhance technical expertise.

Service Delivery Engineer (Contract) at Team Lease Services Ltd. (Deployed at Flipkart India Pvt Ltd) (2016-01 – 2019-11)

Managed a team of 10 engineers ensuring efficiency and SLA compliance. Maintained a 98% SLA over multiple years. Delivered 70 Last Mile Locations and 2 Fulfilment centres.

• Managed a team of 10 engineers ensuring efficiency and SLA compliance.
• Maintained a 98% SLA over multiple years.
• Delivered 70 Last Mile Locations and 2 Fulfilment centres.
• Implemented IT asset management tool for effective asset tracking.
• Managed multiple IT projects including infrastructure upgrades.

Bachelor of Engineering (B.E.) in Computer Science & Engineering – Gujarat Technological University (2019)

Higher Secondary Certificate (HSC) in Science Stream – S.V.E.M [G.M], GSEB (2011)