JOHN JOSEPH NISHANTH
Bengaluru
Summary
Senior IT leader with 18+ years of experience driving enterprise service delivery, digital transformation, and global delivery operations across multi-region environments. Proven track record in P&L ownership, revenue accountability and margin optimization, delivering sustainable business growth while improving operational efficiency and customer outcomes.
Overview
19
19
years of professional experience
1
1
Language
Work History
Sr. Service Delivery Leader
Microland Ltd, Bengaluru
05.2014 - Current
- Oversaw diverse contracts, including Managed Services and T&M, aligning with customer needs, ensuring flawless service delivery, and fostering utmost customer satisfaction.
- Crafted comprehensive proposals and strategic business plans, aligning with market strategies, driving added revenue, and nurturing enduring customer relationships with TCV $3–5M+.
- Managed contractual aspects encompassing SOW, MSA, renewals, and CRs, optimizing costs, boosting revenue, and exploring new market avenues.
- Led program governance and service excellence drives, conducting regular audits to ensure compliance with efficacy index and ISO standards, elevating service quality and operational efficiency.
- Initiated a new customer feedback system, yielding a 10% surge in customer satisfaction ratings, showcasing proactive measures to enhance service quality and customer experiences.
- Introduced streamlined procurement protocols, reducing PO lifecycles by 40% and cutting costs, resulting in enhanced operational efficiency and substantial savings.
- Successfully delivered short-term projects, elevating overall quality, attracting new projects, and securing additional revenue of 20% while enhancing customer relationships.
- 11.10 years Overall
Technology Manager – IT Service Operations
Microland Ltd
07.2019 - 06.2021
- Oversaw Exchange environments, capacity planning, and critical management on all areas of ITSM.
- Led L2/L3 teams, O365 migration, and infrastructure upgrades.
- 2 years
Exchange Messaging Consultant
Microland Ltd
07.2017 - 06.2019
- 2 years
Subject Matter Expert Messaging Exchange
Microland Ltd
05.2014 - 06.2017
- 3.2 years
Sr Infrastructure Engineer
Mphasis Ltd, Chennai
03.2011 - 05.2014
- Delivered L3 support for Exchange and Lync environments, backup management, and antispam systems.
- 3.3 years
Associate Engineer
Flextronics, Chennai
09.2008 - 02.2011
- 2.5 years
Executive Technical Support
Sutherland, Chennai
07.2007 - 08.2008
- 1.2 years
Education
Master - Business Administration, Systems
University of Madras
Bachelor of Engineering - undefined
Bharajang Engineering College
TNSkills
P&L Ownership/Revenue Accountability
Margin Optimization
Executive Stakeholder
Strategic Portfolio Management
Global Enterprise Service Delivery
Digital & Cloud Transformation
AIOps & Automation Strategy
Delivery Governance/Customer success
Commercial Leadership
Pricing Strategy & Account Growth
Operational efficiency
Site reliability engineering and cloud services
NOTABLE HIGHLIGHTS
- Prodigy Award within 6 months of joining
- Gem and Spark Awards at Microland
- Multiple Monthly Summit Award winner at Mphasis
- Microsoft Exchange Certified
PROFILE SUMMARY
- Led as a Sr.Service Delivery Leader at Microland Ltd, Bengaluru, excelling in steering customer requirements, proposals, and business plans, resulting in boosted revenue and fortified customer relationships.
- Showcased adeptness in managing contracts, overseeing program governance, mitigating risks, and administering accounts, ensuring exceptional customer satisfaction and a robust employee experience.
- Demonstrated exceptional leadership prowess, guiding diverse teams of technologists, project managers, architects, and delivery leads, fostering high-performance cultures in various practices including Network, Cloud, Windows, Database, Virtualization, Messaging, Data Analytics, Service management, SRE/DevOps, Dynatrace, AI Observability, Gen & Agentic.
- Cultivated strong global partnerships, spanning New Zealand to the USA, fueling continuous growth and excellence in service delivery.
- Proficiently led cross-functional teams, cultivating high-performance atmospheres, driving 4.5+/5 customer satisfaction ratings, and nurturing enduring client relationships.
- Directed and orchestrated service delivery operations, ensuring seamless execution of projects and achieving optimal client satisfaction with set timelines.
- Led a proficient team, driving service excellence through strategic planning, resource allocation, and efficient management of client expectations.
- Implemented robust protocols and methodologies, optimizing service delivery processes, and consistently meeting or exceeding performance metrics.
- Championed client relationship management, fostering strong partnerships and delivering high-quality solutions tailored to diverse client needs.
- Streamlined workflows, enhancing operational efficiency and maximizing team productivity while maintaining strict adherence to quality standards.
- Collaborated cross-functionally, liaising with internal stakeholders to align service delivery strategies with organizational objectives and goals.
- Track record of working in leadership roles and heading teams comprising of professionals.
Timeline
Technology Manager – IT Service Operations
Microland Ltd
07.2019 - 06.2021
Exchange Messaging Consultant
Microland Ltd
07.2017 - 06.2019
Sr. Service Delivery Leader
Microland Ltd, Bengaluru
05.2014 - Current
Subject Matter Expert Messaging Exchange
Microland Ltd
05.2014 - 06.2017
Sr Infrastructure Engineer
Mphasis Ltd, Chennai
03.2011 - 05.2014
Associate Engineer
Flextronics, Chennai
09.2008 - 02.2011
Executive Technical Support
Sutherland, Chennai
07.2007 - 08.2008
Bachelor of Engineering - undefined
Bharajang Engineering College
Master - Business Administration, Systems
University of Madras