Work Type
Full TimeContract WorkLocation Preference
On-SiteHybridRemoteLocation: Pune, MH, INHyderabad, TGMumbai, MHBengaluru, KA
Open to relocation: Yes
NAVEEN MADDHI
ITSM Professional
Pune,MH
Work Preference
Summary
Dynamic Service Delivery and IT Service Management (ITSM) professional with 19 years of experience in the IT, Telecom, and Financial sectors. Holds PMP certification, Lean Six Sigma Black Belt, and ITIL practitioner credentials, with a strong emphasis on service governance and SLA compliance. Proven expertise in leading change initiatives, managing stakeholder escalations, and mentoring cross-functional teams to drive operational efficiency and excellence. Committed to leveraging extensive industry knowledge to deliver innovative solutions that align with organizational goals.
Experienced with managing project timelines, resources, and stakeholder communications efficiently. Utilizes problem-solving skills to address project challenges and ensure smooth execution. Track record of implementing project management best practices to deliver quality outcomes.
Professional project specialist equipped to excel in coordinating and managing project activities. Brings strong focus on team collaboration and delivering results. Skilled in scheduling, budget management, and stakeholder communication. Reliable and adaptable, ready to meet changing project needs and ensure successful outcomes.
Overview
3
3
Languages
8
8
Certificates
23
23
years of professional experience
Work History
Change Manager, IT Network & Infrastructure
Wipro Limited
11.2024 - Current
- Own end-to-end change governance for IT network and infrastructure services, overseeing RFC intake, risk classification, scheduling and PIR for 200+ changes per month to protect service stability and SLA commitments.
- Chaired CAB and E-CAB forums; implemented structured risk-scoring model, which reduced emergency change approvals by 18% within the first quarter.
- Standardised change templates in ServiceNow with network, cloud, and application teams, which reduced incomplete RFCs by 25% and accelerated approval turnaround for improved change management.
- Standardised change templates in ServiceNow with network, cloud and application teams, which reduced incomplete RFCs by 25% and accelerated approval turnaround.
- Introduced Tableau KPI dashboards to track change success rate, backlog aging, and failed-change trends, enhancing senior leadership's visibility for service reviews and decision-making.
- Led and mentored a team of 4 junior change coordinators, establishing a knowledge repository and standard operating procedures (SOPs) to ensure consistent governance.
Project Coordinator
Kyndryl Solutions
09.2021 - 06.2024
- Maintained on-time execution of 100% of assigned projects for Fortune 500 clients by coordinating portfolios with up to 12 concurrent releases across agile and hybrid frameworks.
- Ensured SLA compliance above 98% across all managed accounts while delivering monthly change and release governance reports to client CIOs.
- Implemented an automated pre-change testing gate with application, infrastructure and security teams, shortening release cycle time by 20%.
- Enhanced release success rate by 15% through Lean Six Sigma (DMAIC) principles in release pipeline, which lowered defect escapes and rework.
- Reduced failed changes by 20% through structured RCA, PIR, and process automation in ServiceNow workflows.
- Coordinated weekly CAB/E-CAB meetings across multiple accounts, achieving 10% reduction in deployment downtime with improved pre-change validation checklists.
- (formerly IBM India Pvt Ltd)
- Coordinated project schedules, milestones, and dependencies across cross-functional teams.
- Facilitated status meetings and captured action items for timely follow-up.
- Monitored deliverables, resolved workflow gaps, and maintained project documentation.
Configuration Manager
IBM India Pvt Ltd
08.2008 - 08.2021
- Established change governance model across three delivery towers, standardising risk assessment and approval processes for 500+ monthly changes, enhancing compliance and operational efficiency.
- Managed CMDB of 10,000+ configuration items, enhancing data accuracy by 15% through regular reconciliation and automated discovery integration.
- Delivered Six Sigma Green Belt projects, achieving INR 40 lakh in annualised cost avoidance through process re-engineering and ticket deflection strategies.
- Led incident management for critical enterprise accounts, reducing Mean Time to Resolve (MTTR) by 20% through proactive trend and problem analysis.
- Delivered Six Sigma Green Belt projects, achieving INR 40 lakh in annualised cost avoidance through process re-engineering and implementing ticket deflection strategies.
Senior Technical Support Associate
Satyam Computer Services
Hyderabad, Telangana
05.2008 - 08.2008
- Delivered Tier-2 technical support to 500+ customers, attaining 95% first-call resolution rate and placing in top 10% for CSAT.
- Resolved technical support tickets by troubleshooting hardware, software, and network issues, ensuring timely solutions.
- Guided customers through step-by-step resolution of issues and account navigation, enhancing user experience.
- Documented incidents in ticketing systems and maintained case history to support future reference and analysis.
Process Associate
GE Money
Hyderabad, Telangana
05.2008 - 08.2008
- Conducted credit risk assessments and approved card issuances, ensuring regulatory compliance and maintaining 90% SLA compliance in customer support.
- Demonstrated self-motivation in achieving team goals.
- Adapted quickly to fast-paced work environments.
- Collaborated with team members and worked independently on projects.
PGT Computer Science
Kendriya Vidyalaya (AFS Begumpet, Hakimpet )
Hyderabad, Telangana
05.2006 - 09.2007
- Developed and implemented computer science curriculum for senior secondary students, resulting in a 98% pass rate in board examinations.
- Delivered computer literacy lessons across grade levels, tailoring instruction to meet diverse learner needs and enhance engagement.
- Designed lesson plans that met curriculum requirements and supported classroom learning objectives, fostering student understanding.
- Managed computer lab operations, maintaining equipment readiness and ensuring safe usage to provide a conducive learning environment.
Online Store Specialist, EMEA E-Business
Dell Inc.
Hyderabad, Telangana
03.2004 - 05.2006
- Achieved recognition as Best Administrator for maintaining 100% catalogue accuracy across the product catalogue in 15 countries.
- Demonstrated product features and solutions to support informed buying decisions and enhance store engagement.
- Maintained up-to-date knowledge of industry trends and competitor offerings, informing strategic decision-making within the store.
Education
M.Sc. - Computer Science
Pondicherry University
Karaikal10-2026
B.Sc. - Mathematics, Statistics & Computer Science
Osmania University
Hyderabad10-2026
Skills
Service Delivery Management
SLA compliance
Stakeholder management
Performance reporting
Change management
ITIL Framework
Change Management
Problem-solving
Project coordination
Time management
Team coordination
Project management
Documentation management
Decision-making
Critical thinking
Attention to detail
Project scheduling
Team leadership
Strategic planning
Technical acumen
Customer focus
Training and coaching
Organizational development
Certification
Project Management Professional (PMP)
Timeline
Change Manager, IT Network & Infrastructure
Wipro Limited
11.2024 - Current
Project Coordinator
Kyndryl Solutions
09.2021 - 06.2024
Configuration Manager
IBM India Pvt Ltd
08.2008 - 08.2021
Senior Technical Support Associate
Satyam Computer Services
05.2008 - 08.2008
Process Associate
GE Money
05.2008 - 08.2008
PGT Computer Science
Kendriya Vidyalaya (AFS Begumpet, Hakimpet )
05.2006 - 09.2007
Online Store Specialist, EMEA E-Business
Dell Inc.
03.2004 - 05.2006
B.Sc. - Mathematics, Statistics & Computer Science
Osmania University
M.Sc. - Computer Science
Pondicherry University
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
HONORS & AWARDS
Best Administrator Award, Dell EMEA, Recognised for 100% product catalogue accuracy across 15 European markets over 12 months.
Work history
01-2021