Sunil Regmi

Senior Project Manager and IT Service Delivery leader with 19+ years of experience delivering complex enterprise technology programs, managed services, service transitions and infrastructure transformation across Utilities, Telecom, Banking and Consumer Products. Proven experience leading cross-functional and multi-tower teams across Project Delivery, ITSM, Cloud Migration, Environment Management, Disaster Recovery & Business Continuity, Change/Release Management and Major Incident Governance. Strong track record of translating business priorities into executable delivery plans, managing scope, milestones, risks, dependencies and stakeholder expectations while improving operational resilience, service quality, SLA/KPI performance and audit readiness.

Senior Project Manager-Managed Services - IBM India Pvt. Ltd. - Bangalore

(2023-12)

Client: Irish Water | Managed Services. Lead end-to-end project and managed-services delivery across Environment Management, Disaster Recovery, Change/Release Governance and operational improvement, ensuring alignment with contractual commitments, SLAs/KPIs and business priorities.

• Own project planning and delivery governance covering scope, milestones, RAID management, dependencies, resource coordination, stakeholder reporting and cross-functional execution across application and infrastructure workstreams.
• Facilitate client and leadership governance reviews, presenting delivery status, achievements, risks, dependencies, decisions required and recovery plans while driving actions and escalations through closure.
• Lead DR planning, readiness reviews, annual/periodic tests and tabletop exercises; maintain DR plans and runbooks while coordinating recovery scope, dependencies, sequencing, RTO/RPO considerations, risks and remediation actions.
• Oversee Development, Test, Training, Pre-Production and Production environments across cloud and on-premises infrastructure, coordinating build, deployment, refresh, patching, maintenance and release readiness activities.
• Drive cross-functional readiness for critical releases and infrastructure changes, including impact assessment, implementation planning, rollback readiness, approvals, validation and post-deployment stabilization.
• Coordinate environment incidents and changes through ServiceNow and deployment readiness through Azure DevOps, including pre-deployment validation and post-deployment verification.
• Govern production-to-non-production data refreshes through data scrambling/anonymization, customer approvals, security controls and traceable audit evidence.

Delivery Manager - Wipro Technologies Ltd. - Kuala Lumpur, Malaysia

(2021-04 - 2023-11)

Client: Maxis Communications. Led end-to-end service delivery governance, operational performance, stakeholder management and service improvement for a major telecommunications engagement.

• Ensured services were delivered against agreed service definitions, SLAs/KPIs and contractual commitments, owning escalations and coordinating corrective actions across delivery teams.
• Conducted monthly service reviews with client and regional stakeholders, translating operational performance, risks and customer feedback into measurable improvement actions.
• Governed Service Improvement Plans, operational risks, audits, automation initiatives and process effectiveness across delivery teams.
• Managed annual operating budget and collaborated with Finance on accurate billing while partnering with stakeholders to identify growth and profitability opportunities.
• Coordinated resources, tools and service capabilities to meet delivery and quality expectations while maintaining effective stakeholder communication and escalation governance.

Transition Manager - Wipro Technologies Ltd.

(2021-04 - 2021-12)

Client: The Estée Lauder Companies. Led infrastructure service-transition engagements from due diligence and planning through knowledge transfer, stabilization and operational handover.

• Managed transition scope, schedules, budget, staffing and skill readiness, RAID, dependencies, governance and customer expectations across offshore, onshore and incumbent teams.
• Acted as primary interface for senior management and customer stakeholders, facilitating governance reviews and delivering structured project status reporting.
• Coordinated knowledge-transfer plans, documentation, process/workflow integration and operational acceptance to enable seamless transition into steady-state support.
• Drove proactive escalation and mitigation strategies to protect schedule, cost, quality, CSAT and contractual KPI/SLA commitments.

Integrated Service Manager / Service Delivery Manager - IBM India Pvt. Ltd. - Bangalore

(2010-04 - 2021-03)

Clients: Lloyds Banking Group | Thomson Reuters | British Gas / Shell | AT&T. Progressed through technical leadership and integrated service management roles with end-to-end responsibility for service quality, delivery performance, customer governance and ITIL process integration.

• Led migration of 250+ applications from legacy infrastructure to cloud, coordinating application and infrastructure teams across testing, security approvals, DR readiness, cutover, Go-Live and hypercare.
• Governed Change and Release Management including CAB/ECAB, scheduling, risk and impact assessment, rollback planning, implementation oversight and stakeholder communications.
• Led major incident recovery and technical bridge calls, managing customer escalations, service restoration communications, RCA governance and critical corrective actions.
• Acted as primary customer and vendor contact across Service Desk, Service Management and technical towers, establishing communication forums and operational governance checkpoints.
• Led audit and compliance readiness including PAR, KCO, ISO 9001 and ISO 20000 audits, achieving zero non-conformities and zero observations.
• Established standardized governance, KPI and metrics reporting, customer communication plans and compliance controls while identifying opportunities for automation and operational efficiency.
• Led and developed service delivery personnel; managed a 20-member technical support team and consistently achieved 95%+ CSAT over six consecutive months.
• Managed cross-functional teams to streamline service processes and improve response times.

Senior Technical Support Officer - HCL Technologies - Chennai

(2007-02 - 2009-10)

Client: British Telecom Retail Broadband Operations. Delivered technical support for British Telecom Retail Broadband Operations, troubleshooting broadband, TCP/IP, modem/router and related connectivity issues for UK customers.

MBA - Digital Marketing and Human Resource Management - Integral Institute of Advanced Management (Vizag Business School)

Bachelor of Arts - Computers and Commerce - Kakatiya University