Divjot Mokha
Veldhoven,Netherlands
Summary
Accomplished professional with expertise in service delivery management and project management, demonstrating strong leadership and stakeholder management skills. Proven track record in problem solving and continuous improvement, ensuring effective incident and service request management. Adept at resource planning, compliance and risk management, with advanced analytical skills to drive gap analysis and requirement gathering. Skilled in conflict management and communication, fostering team building and management. Proficient in enterprise resource planning management using Oracle, alongside advanced Excel capabilities within the MS Office Suite. Committed to leveraging these competencies to achieve organizational goals and enhance operational efficiency.
Overview
18
18
years of professional experience
2007
2007
years of post-secondary education
1
1
Certification
Work history
Solution Operations Lead
Canon Europa N.V.
Amstelveen, Netherlands
06.2024 - Current
- Managed SCM–MDM applications including Planning, Order Management, CDH, PDH, Purchasing and SCM BI.
- Managed multiple external vendors, ensuring service quality, contract compliance, and cost efficiency while fostering strong partnerships that supported seamless operations.
- Directed incident and problem management processes, achieving timely resolution and conducting root cause analyses (RCA) for critical and High priority incidents.
- Managed and coordinated problem management processes, driving root cause analysis and structural fixes that eliminated recurring problems, strengthened service reliability, and enhanced operational efficiency.
- Delivered accurate, regular reporting on service performance to senior management.
- Coordinated change management activities and operational ownership, embedding best practices and service excellence.
- Led stakeholder engagement and business support, improving collaboration and accelerating decision‑making processes. Partnered with business leaders to translate requirements into actionable solutions, driving operational efficiency and enhancing service satisfaction.
- Led compliance initiatives, managing privileged access reviews, enforcing change control processes, and ensuring adherence to regulatory and security standards. Successfully maintained audit readiness and minimized risk exposure across applications.
- Collaborated with internal and external auditors, providing documentation and evidence to meet audit requirements.
- Planned, implemented, and supported the operational landscape across domains, streamlining processes and enhancing system stability, which reduced support escalations and improved overall service efficiency.
- Deployed cost‑effective solutions aligned with business processes and service level agreements.
- Supported projects including system updates/upgrades, major deployments, and onboarding of modules and processes into production.
- Oversaw support, maintenance, and license renewals, ensuring optimal license utilization and cost control.
- Managed application lifecycle activities such as upgrades, patching, automation, compliance, and security.
- Led and coordinated onshore and offshore support teams to ensure seamless service delivery.
Senior Service Delivery Manager - IT Operations
Capgemini India Pvt Ltd.
Netherlands
01.2020 - 03.2024
- Led end to end service delivery operations for ERP applications (Canon EMEA, enhancing B2B and B2C operations) for multiple regions, ensuring seamless collaboration with business teams.
- Managed a multifaceted team of specialists, ensuring seamless collaboration across onshore and offshore units.
- Forged strong stakeholder relationships, enhancing service delivery with operational leads and customer engagement.
- Served as the pivotal liaison for customer engagement, fostering high satisfaction through testing and service solutions.
- Optimised work management frameworks, successfully improving service delivery metrics.
- Drove operational excellence via continuous improvements and Lean initiatives, achieving 99% SLA compliance year-on-year savings through AHT reduction and 3% YoY cost savings.
- Ensured dependable and high-quality service delivery.
- Developed and maintained performance dashboards, providing a transparent picture of service levels and ITIL metrics.
- Led critical incident response, ensuring swift resolution and clear communication during post-incident evaluations.
- Managed SOX audit requirements with vendors, supporting compliance and security teams.
- Directed and managed team to conduct continuous IT/OT integration and SOX requirements, fostering efficiency and strategic resource distribution to meet financial objectives.
- Adhering to best practices and methodologies to support superior service delivery standards.
- Achieved top service delivery metrics, consistently exceeding expectations and contributing an additional 260K euros in revenue for 2023.
Service Delivery Manager - IT Operations
Capgemini India Pvt Ltd.
Netherlands
01.2018 - 12.2019
- Client : Canon Europe
- As a Service Delivery Manager, managed ERP applications for Canon Europe for multiple regions, ensuring collaboration with business teams.
- Managed operations, incident and release management, problem management, change management, and relationship management.
- Forged strong stakeholder relationships, enhancing service delivery with operational leads and customer engagement.
- Served as the pivotal liaison for customer engagement, fostering high satisfaction through testing and service solutions.
- Resolved critical incidents, ensuring swift resolution and clear communication, upholding service delivery standards.
- Managed SOX audit requirements with vendors, supporting compliance and security teams.
- Directed and managed team to conduct continuous IT/OT integration and SOX requirements, fostering efficiency and strategic resource distribution to meet financial objectives.
- Adhering to best practices and methodologies to support superior service delivery standards.
- Achieved top service delivery metrics, consistently exceeding expectations and contributing an additional 260K euros in revenue for 2023.
Team Lead - Senior Consultant
Capgemini India Pvt Ltd.
Mumbai
03.2013 - 12.2017
- Led change management and release management service delivery for stakeholders, ensuring seamless service delivery with operational leads and customer engagement.
- Managed a team of 12+ members for the successful delivery of projects, ensuring seamless collaboration with business teams.
- Led operations, incident and release management, problem management, change management, and relationship management.
- Forged strong stakeholder relationships, enhancing service delivery with operational leads and customer engagement.
- Served as the pivotal liaison for customer engagement, fostering high satisfaction through testing and service solutions.
- Resolved critical incidents, ensuring swift resolution and clear communication, upholding service delivery standards.
- Managed SOX audit requirements with vendors, supporting compliance and security teams.
- Directed and managed team to conduct continuous IT/OT integration and SOX requirements, fostering efficiency and strategic resource distribution to meet financial objectives.
- Adhering to best practices and methodologies to support superior service delivery standards.
- Achieved top service delivery metrics, consistently exceeding expectations and contributing an additional 260K euros in revenue for 2023.
Senior Software Engineer
Wipro Technologies
08.2007 - 08.2012
- Worked as a techno functional consultant in the ERP (Manufacturing) support project, ERP upgrade project and Server migration project for Client Sony from Sep 2007 to Jan 2011.
- Part of the Supply Chain operations support team for Client Doosan Infracore Construction Equipment, involved in Order Management and Purchasing modules and integrations from Jan 2011 to Sep 2012.
Education
Bachelors - Information Science and Engineering
People's Education Society Institute of Technology (PESIT)
Skills
- SERVICE DELIVERY MANAGEMENT
- PROJECT MANAGEMENT
- LEADERSHIP
- STAKEHOLDER MANAGEMENT
- PROBLEM MANAGEMENT
- PROBLEM SOLVING
- CONTINUOUS IMPROVEMENT
- INCIDENT AND SERVICE REQUEST MANAGEMENT
- RESOURCE PLANNING
- COMPLIANCE AND RISK MANAGEMENT
- ANALYTICAL SKILLS
- CONFLICT MANAGEMENT
- COMMUNICATION
- GAP ANALYSIS
- REQUIREMENT GATHERING
- TEAM BUILDING AND MANAGEMENT
- ENTERPRISE RESOURCE PLANNING MANAGEMENT - ORACLE
- ADVANCED EXCEL
- MS OFFICE SUITE
Certification
- ITIL 4 Foundation Certification in IT Service Management
- PRINCE2 Agile Foundation Certification
- ITIL 4 Specialist: Create, Deliver and Support Certification - In Progress
LANGUAGES
ENGLISH
HINDI
PUNJABI
Timeline
Solution Operations Lead
Canon Europa N.V.
06.2024 - Current
Senior Service Delivery Manager - IT Operations
Capgemini India Pvt Ltd.
01.2020 - 03.2024
Service Delivery Manager - IT Operations
Capgemini India Pvt Ltd.
01.2018 - 12.2019
Team Lead - Senior Consultant
Capgemini India Pvt Ltd.
03.2013 - 12.2017
Senior Software Engineer
Wipro Technologies
08.2007 - 08.2012
Bachelors - Information Science and Engineering
People's Education Society Institute of Technology (PESIT)