NILESH SAWANT
Pimple Saudagar
Summary
18 years of extensive experience in IT Services Management, Operations, and Infrastructure Management. Proven track record in Vendor Management, Change Management, and Quality Assurance, leading to optimized business results and cost reductions. Specialized in service management frameworks and incident resolution, with a focus on strategic IT planning. Strong leadership and communication skills enhance team performance and drive customer satisfaction.
Overview
21
21
years of professional experience
2
2
Certifications
Work History
IT Service Delivery Manager
AUO Mobility Solutions
Pune
08.2025 - Current
- Global IT Service Delivery Management across all geographical locations of AMSC across the world.
- Design and Implement all ITSM processes to carry IT operations.
- Service review IT deliverables for all IT functions.
- Create KPI’s for all IT and report KPI’s to higher management.
- Setup and Manage Global IT Service Desk.
- Managed Services review, optimization and enhancement through 3rd party vendor.
- Customer Feedback (VOC) and Stake holder management.
- Audit support for IT operations (Tissax, ISO etc…).
- Build operational excellence through out process life cycle to improve efficiency and reduce cost.
- Manage technical documentation.
- Global Software license management by handling software license management team.
- ITSM tool ideation, setup, configuration and implementation.
- Maintain and support ITSM tool (ManageEngine Service Desk Plus).
- 24 x 7 IT Global Service Desk management
- ITSM Tool
- IT Service delivery review
- Incident Management
- Problem Management
- Change Management
- Service Level Management
- IT Demand Management
- Service Request Management
- Vendor Management
- Technical Documentation
- IT Operations
- Managed Services
- Project Management
- Stake holder management
- Customer Feedback and VOC
- ITIL Implementation for Support Services
- Compliance (Tissax, GDPR, ISO etc…)
- Regular Feedback, Coaching and Support initiatives to drive team
IT Services Manager - India
SYNGENTA INDIA LIMITED
Pune
06.2014 - 08.2025
- IT Services Management across India Sites and to end users.
- Achieve Service Excellence in processes and service delivery.
- Incident/Problem Management, Vendor Management and procurement.
- Business Partner Management.
- Deliver Global projects and technologies within the country and region.
- Deliver IT network infrastructure to meet the business demand with Global IT framework.
- Manage local IT Support Services (DSS).
- Deliver Business Projects.
- Customer Focused Approach, Customer Feedback (VOC) & Survey.
- Stakeholder Management, Service Reviews, Measure (Dashboards) and business analytics.
- Service Integration, BPC.
- Collaborate and engage with various business, regional and global teams.
- Compliance, Audit and SOX.
- Deliver Digital Solutions, Agile Mindset.
- 24 x 7 IT Services Availability
- IT Service delivery to customers
- Infrastructure Management
- Local IT Support Desk management (DSS)
- Incident Management
- Problem Management
- Change Management
- Vendor Management
- Business Process Continuity
- Walk In Center management
- IT Operations
- Future of Work
- Project Management
- Service Desk, Event Management
- Internal and External Stake holder management
- Project Management
- Customer Feedback and VOC
- ITIL Implementation for Support Services
- Compliance (SOD, SOX / EGCC)
- Develop and sustain working relationship with customers and business partners by proactively discussing specific issues that concerns them.
- Regular Feedback, Coaching and Support initiatives to drive team
Assistance manager business excellence
CYBERTECH SYSTEMS AND SOFTWARE LTD
Mumbai
02.2007 - 05.2014
- Managing 24X7 support service operations.
- Maintaining service delivery quality and achieving SLAs.
- Pre-Contract Support, Pre-Sales Support, Transition and Migration Support.
- Service Design & Redesign.
- Defining Processes and acceptable Service Levels.
- L&D, Certifications, Up skilling – Building Capacity.
- Internal Quality Control to ensure Service Delivery Excellence.
- Analysing Ops Performance, identifying gaps, and plugging gaps for Process improvements.
- Consistently capturing VOC to improve Customer / Client Satisfaction.
- Designing MIS, handover to Ops, periodic sample check of data quality & integrity.
- Managing documentation Services.
- Using technical and domain knowledge to identify areas to bring in operation intelligence by automation.
- 24 x 7 operation management
- Project Management
- ITIL Implementation for Support Services
- Quality assurance and management
- Service Desk, Event Management, Incident Management, Change Management
- Develop and sustain working relationship with customers and business partners by proactively discussing specific issues that concerns them.
- Service delivery
- Responsible for ensuring employee morale and healthy retention
- Responsible for handling client communication as defined in the communication matrix
- Regular Feedback, Coaching and Support initiatives to drive team and individual performance and morale
- Appraisals and growth plan recommendations for the teams
Jr. Linux Administrator
PROGRESSIVE INFOTECH LTD
Mumbai
05.2006 - 02.2007
- Providing support to Linux servers.
- Managing mobile operations by scheduling WAP pushes.
- Using Cubot tool to get information from logs.
- Writing Shell scripts to provide management reports.
- Handling daily deployments for Rediff online shopping.
- Managing web content push for mobile operations.
- Maintain and manage production server logs for usage reports which are critical for revenue generation.
- Identify and explore opportunities to expand business within Core Servicing vertical.
- Appreciated by senior management team for providing excellent support during high data usage and delivery.
Lecturer
ABHINAV COLLEGE OF ENGINEERING
Thane
05.2005 - 05.2006
- Lecturer for engineering student pursuing Engineering diploma or degrees.
Education
B.E. - Computers
Rajiv Gandhi Institute of Technology
Mumbai01.2005
Higher Secondary -
Lokmanya Tilak Jr. College
Mumbai01.2000
Matriculation -
Mahatma Gandhi Vidyamandir
Mumbai01.1998
Skills
- IT service management (ITSM)
- Major incident management
- Vendor Management
- IT services delivery excellence
- Global IT service delivery
- Global service desk setup
- Client Relationship Management
- Project management
- Cost optimization
- Generative AI
- End User Services
- Asset management
- Risk management
- People and team management
- Infrastructure Management
- Training and content development
- Quality assurance and audits
- BPC and DR
- Service strategy
References
Will be provided on request.
Hobbies and Interests
- Psychology
- Reading
- Portrait drawing
- Music
- Dancing
- Cricket
- Poetry
Personal Information
- Date of Birth: 12/16/82
- Gender: Male
Languages
- English
- Hindi
- Marathi
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Certification
ITIL V3 Foundation
RHCE
Timeline
IT Service Delivery Manager
AUO Mobility Solutions
08.2025 - Current
IT Services Manager - India
SYNGENTA INDIA LIMITED
06.2014 - 08.2025
Assistance manager business excellence
CYBERTECH SYSTEMS AND SOFTWARE LTD
02.2007 - 05.2014
Jr. Linux Administrator
PROGRESSIVE INFOTECH LTD
05.2006 - 02.2007
Lecturer
ABHINAV COLLEGE OF ENGINEERING
05.2005 - 05.2006
B.E. - Computers
Rajiv Gandhi Institute of Technology
Higher Secondary -
Lokmanya Tilak Jr. College
Matriculation -
Mahatma Gandhi Vidyamandir