Nadeem Ahmed
Summary
Dedicated Service Delivery Manager with over 16 years of comprehensive experience in IT Service Management, specializing in SIAM and program management. Extensive intelligence in ITIL & ITSM foundation framework which includes Service Delivery functions such as Incident Management, Problem Management, Change Management & Configuration Management, expertise in managing high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of various environments. Passionate about enhancing operational efficiency and fostering collaboration across teams to achieve business objectives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
INFOSYS LIMITED
12.2022 - Current
- Directed a $40M offshore program delivering IT services to global manufacturing, corporate, and remote sites, sustaining 98% SLA and 95% KPI performance.
- Orchestrated enterprise-wide Incident, Problem, Change, & Release Management in alignment with ITIL v4, ensuring service stability and operational resilience.
- Championed automation and self-service initiatives, reducing manual workloads, improving efficiency, and freeing up resources for higher-value work.
- Elevated ServiceNow adoption as the organization's ITSM platform, embedding best practices, streamlining workflows, and enhancing cross-functional reporting accuracy.
- Mitigated IT and operational risks by maintaining the IT risk register, conducting regular assessments, and implementing preventive measures in collaboration with cybersecurity teams.
- Strengthened DR and BCP strategies for manufacturing-critical systems, ensuring rapid recovery and minimal downtime during disruptions.
- Influenced C-suite and business stakeholders with data-driven insights, fostering a customer-first culture and driving continuous service improvement cycles.
- Standardized and regularly updated SOPs, runbooks, and knowledge base articles to ensure operational consistency and regulatory compliance.
- Integrated IT/OT touch-points, collaborating with business units to reduce operational disruptions and align technology with production priorities.
- Proactively identified trends and root causes in service performance, driving corrective actions and measurable improvements.
- Optimized vendor performance and cost control through strategic relationship management, contractual governance, and quality monitoring.
- Planned and Executed seamless service transitions for new projects, working with project managers, technical leads, and IT partners to ensure operational readiness.
Project Manager
ARTECH INFOSYSTEM PVT. LTD.
06.2022 - 12.2022
- Implementing and Managing projects using ITIL and ITSM best practices for efficient incident, problem, and change management, ensuring adherence to service level agreements (SLAs).
- Developing detailed project plans, manage project budgets, allocate resources, and monitor progress.
- Managing risks, issues, and dependencies throughout the project lifecycle.
- Overseeing Incident, Problem, Change, and Release management processes to ensure efficient service delivery.
- Manage escalations point for day to day IT operational issues.
- Collaborating with key Stakeholders, including IT teams, business units, and external vendors, to gather requirements and define project objectives.
- Establishing governance structures and processes for service integration.
- Developed and implemented Change Management strategies to maximize employee adoption and minimize resistance.
- Oversaw the Change Management process through ServiceNow and SAP CHARM, ensuring efficient handling of change requests.
- Major incidents - Leading, driving, facilitating, chairing all investigation and Deep dive of Root Cause Analysis with CAR and PIR reports.
- Ensure IT services comply with industry regulations, compliance, security policies, and data protection standards.
Senior Project Coordinator
Sanemi Technalogies Pvt. Ltd.
08.2013 - 06.2022
- Managed KPIs to determine accurate status of the project, making tactical decisions to allocate resources and assigning staff.
- Handled complete portfolio of projects including budgeting, planning, vendor selection and execution.
- Implemented project plans within preset budgets and deadlines. Provided regular updates on project status, milestones, and outcomes to senior management and stakeholders.
- Ensuring project documentation is complete, up-to-date, and archived.
- Overseeing Incident, Problem, Change, and Release management processes to ensure efficient service delivery.
- Manage escalations point for day to day IT operational issues.
- Spearheaded incident, problem, change management. Collaborated with cross-functional teams to ensure alignment with business objectives.
- Enhanced client satisfaction through timely roll-out of critical initiatives, maintaining updated process documentation; working on enhancing program management capability in the organization.
Chief Operations Officer
Chennai Kraft Paper Industries
05.2011 - 04.2023
Assistant Manager
Jubliant Foodworks
04.2007 - 05.2008
Education
MBA - Marketing & HR
Indian Institute of Planning and Management
01.2010
Advance Global Management Program - undefined
Texas McCombs School of Business
01.2009
Diploma / Degree in HMCT - undefined
Dr.MGR Institute of HMCT
01.2007
Skills
- Strategic Planning
- ITIL
- ITSM
- Service Delivery
- Project Management
- Business Continuity Planning
- Major Incident Management
- SLA/Compliance Management
- Transition Management
- Infrastructure Management
- ServiceNow
- Azure - Infrastructure
- AWS (Cloud) Infrastructure
- DR Systems/Infrastructure
- UX / UI Design
- Commissioning & Decommissioning
- Power BI
Certification
- Certified Lean Specialist, 2025
- Certified Scrum Master, 2024
- Azure Administrator, 2024
- AWS Cloud Practitioner, 2023
- ITIL V4, 2022
- UX / Product Design, 2019
- DR Certified (DRCS), 2018
- Six Sigma Green Belt, 2010
Accomplishments
- Ultimate Contributor at Infosys Limited, 2024, Led a $40 million offshore program, managing delivery and governance effectively.
- Ultimate Contributor at Infosys Limited, 2023, For Decommissioning 300+ application and 750+ servers to hit the clients milestone for the quarter.
- Best Manager at Artech Infosystem, 2022, Awarded The Best Manager For Infrastructure Operations - Achieving no SLA Breaching on P1/P2 Incidents.
- Top Performer in Sanemi Technalogies Pvt. Ltd., 2020, Awarded For Consistent 100% Successful in DR Testing consistently providing 100% success rates in DR testing for 4+ years.
Languages
English
Hindi
Tamil
Personal Information
Date of Birth: 12/13/86
Timeline
Service Delivery Manager
INFOSYS LIMITED
12.2022 - Current
Project Manager
ARTECH INFOSYSTEM PVT. LTD.
06.2022 - 12.2022
Senior Project Coordinator
Sanemi Technalogies Pvt. Ltd.
08.2013 - 06.2022
Chief Operations Officer
Chennai Kraft Paper Industries
05.2011 - 04.2023
Assistant Manager
Jubliant Foodworks
04.2007 - 05.2008
MBA - Marketing & HR
Indian Institute of Planning and Management
Advance Global Management Program - undefined
Texas McCombs School of Business
Diploma / Degree in HMCT - undefined
Dr.MGR Institute of HMCT
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