Ravi Sharma

Experienced IT leader with 18 years across IT Service Operations, infrastructure, applications, service delivery, and project management. Proficient in Azure Cloud, M365, Intune, and ITIL. Cultivates customer-centric cultures by blending technical expertise and visionary leadership. Notable achievements include driving operational efficiency at Dubai Mall and implementing ITIL processes at Pharmalex. Ready to contribute comprehensive skills to IT Operations, Service Management, Projects, and Service Delivery leadership.

IT Manager – Support and Projects

Danube Group, Dubai, UAE | June 2024 – Present

A leading diversified group in the UAE, operating in retail, real estate, and construction sectors across 80+ locations in the Gulf region.

• Managed IT operations across offices, retail outlets, and warehouses in the UAE, Qatar, Bahrain, Oman, and Saudi Arabia, leading a team of 12.
• Oversaw Microsoft 365 administration, including Teams, OneDrive, SharePoint, and user lifecycle management.
• Implemented data security solutions using CrowdStrike, ATP, Intune MDM/MAM, and Fortinet Firewalls.
• Spearheaded vendor negotiations, reducing IT spend by 15% while improving service quality.
• Established ITSM processes for incident, change, and problem management, improving incident resolution by 20%.
• Managed Microsoft and non-Microsoft licenses, including tools such as Adobe, SketchUp, V-Ray, and Corona.

Senior IT Manager - Service Delivery and Operation 

PharmaLex, India, Delhi/NCR | Sep 2020 – June2024

A leading global consulting firm specializing in regulatory affairs, pharmacovigilance, and quality compliance for the pharmaceutical industry.

• Oversaw global IT operations across 65 offices, ensuring high availability and security of systems, networks, and cloud services.
• Implemented ITIL service management processes, resulting in a 25% reduction in incident resolution times.
• Led business continuity and disaster recovery planning, ensuring a 99.9% operational uptime.
• Managed vendor relationships, procurement, and IT budget, achieving a 10% reduction in overall IT operational costs.
• Drove ISO 9001, ISO 27001, and GDPR compliance efforts, maintaining rigorous data security protocols.
• Mentored a team of IT professionals, leading them to a 15% improvement in customer satisfaction.

POS Project Manager

Emaar Malls Group,  Dubai | Jun’2016 – Dec’2018

A leading retail and hospitality group, managing high-profile assets like The Dubai Mall.

• Managed the implementation of an e-Receipt solution across 400+ retailers, improving customer transaction experiences.
• Coordinated with cross-functional teams and vendors to ensure project success, meeting deadlines and budget constraints.
• Reduced software licensing costs by 25% through effective contract negotiations.
• Improved data recovery times by 40% with the implementation of an automated backup solution.
• Led IT service operations, ensuring adherence to KPIs, SLAs, and forecasting metrics.

Top of Form

IT Manager

ShoeMart-Landmark Retail Group, Dubai | Feb’15 – Jun’201

A major retail chain in the UAE, focusing on footwear and fashion.

• Directed IT operations for servers, mobile devices, networks, and security infrastructure across 100+ retail locations.
• Implemented ITIL practices, improving service delivery and minimizing downtime.
• Enhanced security measures, reducing security breaches by 25%.
• Led the adoption of new retail systems, improving employee productivity by 15%.

Assistant IT Manager

Lifestyle-Landmark Retail Group, Dubai | Oct’2012 – Aug’2014

A leading retailer in the Middle East, focusing on fashion and home goods.

• Oversaw IT infrastructure and support for Oracle RMS, WMS, and SIM.
• Streamlined processes to reduce inventory discrepancies by 20%.
• Provided functional training for staff, enhancing operational efficiency.

Associate IT Consultant

ITC InfoTech , Gurgaon | Dec’2010 – Oct’2012

A global IT services firm specializing in technology consulting.

• Led IT infrastructure implementation for new business units across retail, warehouse, and factory locations.
• Conducted quarterly IT audits, providing insights for operational improvements.

Engineer-IT Project 

Multiple Organizations. New Delhi | Dec’2004 – Oct’2010

During this period, I worked as a project and support engineer across multiple organizations, including Reliance Communications, Bharti Airtel Ltd, Jumbo Electronics, and Shreyas Integrated Systems Pvt Ltd.

Master of Business Administration (MBA) in Information Technology Guru Jambheshwar University, 

City-Hisar, Haryana, India  2005 – 2007

Bachelor of Engineering (BE) in Computer Science Meerut University, 

City- Meerut, Uttar Pradesh, India 1999 - 2003

• PMP Certified (PMI ID- 8568416‎) - Jan 2023 

• Microsoft 365 Fundamentals (MS-900) - Certified in 2022 

• ITILv4 Foundation Certification - Certified in 2021 

• Microsoft Azure (AZ-900) - Certified in 2020 

• Certified Scrum Master (CSM) - Completion in 2020 

• Oracle Cloud Infrastructure Foundation - Completion in 2020 

• MCSE (Microsoft Certified System Engineer) - Certified in 2005 

• CCNA (Cisco Certified Network Associate) - Certified in 2004