Key Responsibilities:-
Engages with all levels of management and key stakeholders to develop, implement, and manage support and operational ob-jectives.
Identify and incorporate future service management needs into a well-considered multi-year roadmap across all MHIL areas.
Identifies, constructs, and implements plans to remove friction in the day-to-day operation.
Lead the culture of continuous improvement by identifying projects, initiatives & getting the business or leadership engagement and deliver them.
Contribute to Weekly, Fort nightly & Monthly Operation Reviews of IT services covering Customer Satisfaction, SLA performance, and Operational metrics for all locations.
Define the service delivery expectations from skilled services vendors & lead the governance around it.
Producing regular and accurate service management reports on ME installation, ME PATCHING, CS complaints, CommVault backup and restoration, Active Directory VS User entry/Exit , AD Vs ME Vs CS, IT Inventory /Scrap/EOL/Network Stock, and dashboards for the IT Delivery leadership team.




Manage internal customer relationships with leaders across the technology organization.
Thinks creatively and practically to develop, execute and implement current plans or programs. Generates and provides accurate and timely results in the form of reports, presentations, etc
Providing leadership, direction, and strategy for a growing organization.
Supports achievement of performance goals, team goals, etc.
Building the organizational capacity necessary to execute the strategy. Deliverables (KPIs/KRAs): Ensure the daily operations at respective sites are running smoothly by : -
Monitoring open tickets and ensure timely closure
Manage SLA
Compliance of daily reports from respective locations
Plan, track & ensure completion of Activities at Units
Skill assessment & plan trainings of team members
Ensure Vendor Management is followed as per agreement.
Conduct timely reviews with

📌 Project Manager Mumbai
🏢 Progressive Infotech
📍 Mumbai