Rajesh Narayanan, Service Delivery Professional
| +31 686 055 695 | Hilversum, NL
SUMMARY
Experienced IT Service Delivery Manager with 20+ years in consulting, engineering, and operations. Proven expertise in delivering enterprise-grade observability and monitoring solutions, managing cross-functional global teams, and ensuring SLA compliance across multiple domains including logistics, finance, and healthcare. Strong track record in KPI design, stakeholder management, and operational excellence.
EDUCATION
BITS, Pilani 1999-09-01 — 2004-05-01
Masters - M.Sc. (Hons.) Chemistry
BITS, Pilani 1999-09-01 — 2004-05-01
Bachelors - B.E. (Hons.) Civil
SKILLS
Service Delivery Management (Expert): ITIL/ ITSM, Operations Management, Centre of Excellence, SLA, OKR, KPI, Service Delivery
Technology (Advanced): Elastic Stack, Java/J2EE, HTML5, Grafana, Google Maps, CrewAI/ ChatGPT, AWS Lambda, Postman, AppD/ AppDynamics
Delivery Methodologies (Advanced): Team Building, Agile Methodology, CMMi, Incident Management, Problem Management, Knowledge Management, SAFe, Scrum
Delivery Tools (Expert): Microsoft PowerPoint, Git, JIRA, Microsoft Excel, Project Planner, MS Visio
EXPERIENCE
Devoteam | Service Delivery Manager 2024-10-01 — Present

Designed and implemented API-first service model supporting Elastic Observability with 99.9% uptime.

  • Enabled acquisition of 3 enterprise clients by streamlining onboarding, cutting operational costs by 25%.
  • Established KPI frameworks aligned with ITIL and CMMI, reducing MTTR by 20%.
  • Integrated industry-standard monitoring tools and automated workflows, reducing incidents by 35%.
  • Led proactive incident management and SLA governance to ensure 100% compliance.
Devoteam | Lead Consultant 2022-03-01 — Present

Delivered both remote and on-site consulting and mitigated key operational issues of end customers.

  • Managed delivery of observability platforms for clients across Europe, leading to 40% improvement in troubleshooting times.
  • Guided RBAC and compliance solutions for enterprise clients, reducing incident MTTR by 35%.
  • Contributed to internal knowledge sharing initiatives and GenAI adoption for operational efficiency.
  • Collaborated with cross-functional teams to integrate observability with application performance insights.
Infosys Limited | Software Engineering Team Lead 2018-08-01 — 2022-02-01

Setup observability solution for 24*7 globally available customer facing APIs and websites. Helped generate new business opportunities that delivered valuable cost savings for the client.

  • Delivered end-to-end application monitoring using AppDynamics, Grafana, and ELK for 24/7 uptime.
  • Maintained service SLAs above 95% for 3 consecutive years through effective incident handling.
  • Presented $400,000 in licensing cost savings through proactive vendor and architecture optimization.
  • Led agile teams of 20+ and coordinated with senior stakeholders for project delivery and reporting.
Infosys Limited | Service Delivery Specialist 2015-05-01 — 2018-07-01

In-charge of a support project that comprised of all the customer-facing e-commerce applications for one of Europe’s largest logistics organisation.

  • Managed enterprise e-commerce operations with consistent SLA compliance above 95%.
  • Implemented lean processes reducing operational overhead by 10% while maintaining service quality.
  • Reported project performance to senior stakeholders through detailed dashboards.
Infosys Limited | Development Team Lead 2004-07-01 — 2015-02-01

IT delivery team lead, overseeing cross-functional globally distributed teams of 20+ software engineering professionals.

  • Oversaw full SDLC of Java-based applications across geographies, managing 20+ developers.
  • Led agile delivery for distributed teams, implementing project governance and quality practices.
  • Delivered technical training and mentoring across logistics and retail sector engagements.
PUBLICATIONS
Tech Radar Mar 20, 2025
Devoteam
https://www.devoteam.com/news-and-pr/techradar-by-devoteam-2025

Introduced cursor - the best way to code with AI using NLP.

Data Privacy Oct 9, 2017
medium.com
https://medium.com/@nrajesh

Multiple articles published on the subject of online data privacy and data security in a digital age.

AWARDS
Knowledge Sharing Champion 2023-05-01
Devoteam

Recognised as a knowledge sharing champion for presenting unique ways to build actionable data using no-code solution (AirTable).

Hackathon Gold 2019-11-01
Infosys Netherlands

Winner of Infosys Hackathon 2019.

Bravo Award 2017-01-01
Infosys Limited

Presented with appreciation award for exceptional project delivery and team leadership.

Star Award 2005-08-01
Infosys Limited

Best Team in Q4 of 2005-06 within Transportation & Services unit of an org of well over 100,000 employees.

LANGUAGES
English (Native speaker) , Tamil (Native speaker) , Dutch (Beginner level) , Hindi (Advanced speaker)
INTERESTS
Sports [ Table tennis , Cricket ] , Creative Pursuits [ Photography , Writing Poetry , Singing ]
REFERENCES
I know Rajesh since 2004, when I joined Infosys. While I did not manage Rajesh directly, he was a fresher part of my larger team for BNSF , on the same program. Rajesh was known for his dedication, accountability and his out of the box thinking. His Java skills and high code quality always ensured on time delivery. His calm, composed and mature attitude has taken him places over the years. He has excellent communication skills. With his sincerity and quest for learning he will always remain a value add to any team he is part of. I wish him the very best in all his future endeavors!
— Shreedevi Ramesh, Co-Founder, Gurus360 Knowledge Services
I have known Rajesh both professionally & personally for almost 14 years now. He is very sincere, professional, can communicate with everyone across the management spectrum effectively and manage projects from end to end. He has the ability to understand issues and identify the root cause to eliminate the problem instead of just identifying a workaround to get things moving. He is one of the most committed colleagues I have ever worked with. He would be an asset to Any team / Organization he joins..
— Anand Vijayakumar, Principal Customer Solutions Manager, Amazon Web Services (AWS)