NAGACHANDAN SATHYANARAYANA

IT Service Management Leader with 20 years of experience in ITIL-based service delivery, incident/problem/change management, and global operations. Proven track record in leading ITSM teams, improving SLA compliance, and optimizing service delivery with tools like ServiceNow. Skilled in stakeholder management, escalation handling, and process improvement.

• Directed IT Service Delivery for EY account at TCS, ensuring >99% SLA compliance and reducing escalations by 20%.
• Led a team of 100+ ITSM professionals, improving customer satisfaction scores to consistently above 90%.
• Implemented KPI dashboards and streamlined workflows, cutting incident resolution times by 30%.
• At EY Global Shared Services, achieved 95% first-call resolution and reduced failed changes by 25% through better controls.
• Extensive experience in stakeholder communication, global service desk operations, and IT process governance.
• Streamlined team support activities, standardized responses, and Improved workflow efficiency.
• Enhanced client satisfaction by providing tailored solutions and recommendations for their business needs.
• Evaluated customer needs and feedback to drive product and service improvements.
• Handled escalations, provided feedback, and supervised team activities for global stakeholders.
• Participated in global projects, implemented process changes, and conducted root cause analysis (RCA) for reported issues.
• Acted as the Single Point of Contact (SPOC) for regional stakeholders, ensuring effective communication and issue resolution.