Sureshkumar Madhavapati
Bengaluru
Summary
Dynamic IT management executive with 27 years of experience specializing in IT Service Management and IT Governance. Proven track record in enterprise security, compliance, and business transformation. Recognized for driving substantial IT expense reductions and spearheading innovative strategies to accelerate business growth and enhance competitive advantage.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Associate Vice President
Sutherland Global Services Pvt Ltd
07.2021 - Current
- Spearheaded Global IT Service Management Operations, supporting 700+ LOBs and 75,000 global users, achieving a 30% reduction in operational costs through strategic process optimization and technology integration
- Orchestrated comprehensive IT Service Management processes, including Global Service Desk and IT Asset Management (HAM & SAM), enhancing service delivery and customer satisfaction
- Instigated and successfully led the strategic transition of ServiceNow modules (IT, HR, Facilities, Physical Security, Payroll, Attendance, Accounts Payable, and Travel Expense) to an in-house developed SMT platform, resulting in significant savings of $2M and cost avoidance of $3M
- Led the design and development of a sophisticated automated tool to optimize cost recovery processes across corporate services
- Implemented a third-party auto-discovery tool, conceptualized and developed a comprehensive Configuration Management Database (CMDB), and IT Asset Management frameworks for both Hardware (HAM) and Software (SAM)
- Led IT Governance initiatives, leveraging the COBIT framework to design and implement robust IT governance controls, which significantly improved compliance, risk management, and operational efficiency across the organization
- Directed Service Level Management, ensuring robust compliance with SaaS and PaaS partners, achieving a 98% target fulfillment rate
- Acted as a key escalation point for CxO and IT audits, streamlining pre-sales processes and reducing resolution times by 40%
- Expanded the IT Service Catalogue by 50% without increasing costs, demonstrating exceptional cost management and resource allocation.
Director
Capgemini Technology Service India Limited
07.2013 - 07.2021
- Led a dynamic team in managing the IT Service Management operations for a Financial and Accounting business processing unit, encompassing 150 engagements and supporting 50,000 users globally
- Ensured rigorous governance of Service Level Agreements, achieving an impressive 95% success rate in meeting internal and partner service targets
- Developed and implemented robust risk management frameworks that significantly minimized potential disruptions in service delivery.
Service Delivery Manager
ITC Infotech India Limited
05.2010 - 02.2013
- Managed comprehensive IT services for Qantas, overseeing 130 application interfaces and maintaining uninterrupted service delivery, recognized with the 'Reflecting Excellence' award
- Championed the development and alignment of IT Service Management processes, achieving seamless integration with the customer's IT framework and enhancing operational efficiency.
Consultant
Microland India Limited
03.2009 - 04.2010
- Led Unix and Database operations for 23 UK-based clients, managing over 350 Unix servers and 200 databases, achieving a 55% reduction in critical incidents within four months through strategic process enhancements
- Initiated and implemented service maps that improved 24/7 support operations and response times.
Project Manager
Wipro Technologies
02.2001 - 10.2008
- Governed Information Security and Compliance for Citibank Services, Japan, overseeing 1000 Windows Servers and 350 Unix Servers, achieving 100% compliance with security protocols
- Led the L1 and L2 production support services for Direct Energy, Canada, managing critical production instances and ensuring zero SLA breaches over a four-year period.
Systems Officer
DSQ Software Limited
04.2000 - 02.2001
- Managed system administration for UNIX platforms including Solaris, AIX, Redhat, and Windows NT Servers
- Administered NIS+ and Rational Clear Case for UNIX, enhancing software configuration and system security.
Service Engineer
Zero Base Electronics Private Limited
07.1996 - 04.2000
- Conducted system administration of Windows NT Servers and workstations, focusing on optimizing network configurations and installations, including DHCP and WINS on LAN.
Education
Master of Science in Information Technology -
Bharathiar University
Leadership and Management in New Age Business -
The Wharton School
2024
Skills
- Strategic IT Service Management
- IT Governance & Compliance
- Risk Management Frameworks
- Financial & Operational Optimization
- Project Leadership & Team Building
- Technological Innovation & Implementation
Certification
- ITIL V3 Expert
- COBIT Foundation
- ISO 27001 Lead Auditor
- PMI PMP
- RHCT
- Solaris Network Engineer
- MCSE
Global Experience
Extensive international exposure with significant leadership roles in India, Australia, Japan, and Canada, bringing a global perspective and diverse insights to strategic IT operations and cross-cultural team management.
Personal Information
Title: Head of IT Service Management & IT Governance
Timeline
Associate Vice President
Sutherland Global Services Pvt Ltd
07.2021 - Current
Director
Capgemini Technology Service India Limited
07.2013 - 07.2021
Service Delivery Manager
ITC Infotech India Limited
05.2010 - 02.2013
Consultant
Microland India Limited
03.2009 - 04.2010
Project Manager
Wipro Technologies
02.2001 - 10.2008
Systems Officer
DSQ Software Limited
04.2000 - 02.2001
Service Engineer
Zero Base Electronics Private Limited
07.1996 - 04.2000
Master of Science in Information Technology -
Bharathiar University
Leadership and Management in New Age Business -
The Wharton School
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