IT Service Delivery Leader with 9+ years of experience in Application Support, Incident/Request/Change Management and System Administration across global delivery models (APAC, EMEA & US). Adapt at leading cross functional teams of 20+ members, ensuring SLA compliance and delivering high-quality technical support in enterprise environments. Proficient in tools and technologies including Active Directory, O365, ServiceNow, Citrix, SAP, SCCM, Power BI, and Python with a strong foundation in ITIL processes and Agile/Scrum practices. Key Accomplishments include: • Conducted training sessions for 50+ associates, enhancing team capability and knowledge retention. • Super headed multiple project transitions and new process go-lives with minimal disruption. • Improve audit compliance through proactive governance and process optimization. Certified Scrum Master (CSM) passionate about integrating technical expertise, process excellence, and people leadership to drive IT service transformation and deliver business value.