Sovil Mehta

Service Delivery Manager with 11 years of IT experience in service delivery, application support, data platforms, incident and problem management, and team leadership. Currently leading Databricks Run Operations and SFMC L2 Support, with hands-on involvement in Databricks job enhancements, production support, ServiceNow incident and problem management, and service improvement initiatives. Proven track record in operational transformation, including reducing operational backlog by 78%, from 160 to 35 tickets within 3 months, through structured prioritization, proactive issue resolution, and stakeholder collaboration.

Experienced in SLA/MTTR management, root cause analysis, P1/P2 incident management, recurring issue identification, process optimization, and leading cross-functional support teams.

Service Delivery Manager at Publicis Sapient (2025-12 – Present)

Project: Enterprise Data & Marketing Technology Operations

• Leading Databricks Run Operations and SFMC L2 Support, managing production operations, incident resolution, job monitoring, enhancements, and operational stability.
• Working on Databricks job enhancements, analyzing production issues and implementing improvements to enhance job reliability and operational efficiency.
• Managing ServiceNow incidents, requests, and problem tickets, ensuring SLA adherence, timely resolution, and effective stakeholder communication.
• Reduced operational backlog by 78%, from 160 to 35 tickets within 3 months, through structured prioritization, ownership tracking, stakeholder coordination, and focused execution.
• Received the Leadership Award for demonstrating exceptional operational leadership and achieving significant backlog reduction.
• Leading L2 support operations and coordinating with cross-functional technical teams to resolve critical issues and improve service stability.
• Driving operational governance, process optimization, RCA, knowledge management, and continuous improvement across the support environment.

Assistant Consultant at Tata Consultancy Services (TCS) (2022-06 – 2025-12)

Project: Corebridge L&R Corporate System - Worker Data Hub

• Directing portfolio management of 11 applications, supervising a 21-member onshore and offshore team for the Corebridge L&R Corporate System.
• Leading strategic client meetings and presentations, effectively communicating complex technical solutions to business stakeholders.
• Active member of the client proposal committee, contributing to cost estimation and business strategy for future projects.
• Reducing operational costs by 30% through process optimization and automation initiatives.
• Establishing and maintaining strong client relationships through regular business reviews and stakeholder management.
• Implementing robust governance frameworks and best practices across the portfolio.
• Managing high-priority incidents using ServiceNow, ensuring strict SLA adherence.
• Developing and mentoring team members, facilitating knowledge transfer and leadership development.

Senior Associate Projects at Cognizant Technology Solutions (2021-07 – 2022-06)

Project: Vlocity Portal - Emblem Health

• Led strategic planning and implementation of cloud-based solutions on AWS, enabling scalable and secure platforms for business applications.
• Facilitated requirement gathering with stakeholders to align DevOps practices and cloud adoption with business objectives.
• Implemented Agile methodologies to improve project delivery and team collaboration.
• Conducted regular business reviews and stakeholder meetings to ensure project alignment.
• Managed incidents and requests via ServiceNow, ensuring SLA/MTTR compliance and effective coordination with cloud/DevOps teams.
• Led cross-functional teams to deliver high-quality solutions within prescribed timelines.

Senior Software Engineer at HSBC Software Development Pvt. Ltd. (2018-08 – 2021-07)

Project: Volumetric Testing and Landing Pad

• Collaborated with business stakeholders to gather requirements and prepare impact assessments.
• Led end-to-end project delivery, ensuring alignment with business objectives and cloud transformation strategies.
• Created and prioritized JIRA tickets for L1, L2, and L3 incidents, integrating with DevOps workflows and automation pipelines.
• Managed daily scrum meetings to coordinate onshore and offshore teams.
• Enhanced operational efficiency, reducing average resolution times by 25%.
• Established strong relationships with business users and stakeholders.

Systems Engineer at Infosys Pvt. Ltd. (2015-08 – 2018-07)

Project: Name Screening Enterprise Solution

• Engaged directly with clients to gather and document business requirements.
• Led cross-functional teams in delivering complex technical solutions.
• Implemented automation strategies to improve operational efficiency.
• Collaborated with stakeholders to address system integration challenges.
• Managed project timelines and deliverables using Control-M.

Post Graduate Diploma in Business Management in Business Management – XLRI (XOL) Jamshedpur, India (2024 – 2026)

Bachelor of Engineering in Computer Science – Global Academy of Technology, India (2011 – 2015)