Nitesh Madavi
Service Delivery Manager
Mumbai
Summary
Astute Service Delivery Manager offering 16+ years of experience supporting IT Infrastructure Service Delivery. Efficient and proactive leader with expertise in incident management and outage response. Bilingual individual with resourceful approach to developing innovative solutions.
Overview
17
17
years of professional experience
8
8
Certificates
3
3
Languages
Work History
Service Delivery Manager
Sify Technologies
07.2022 - Current
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Managed third-party contracts to drive delivery of required services.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Facilitated completion of deliveries and verified documentation.
- Coordinated and led internal and external site team meetings.
- Planned and managed full IT project lifecycles, from conception through final completion.
- Coordinated new hire recruitment, training and development.
- Attended staff and client meetings and served as liaison to manage operations for account.
Project Manager
MGS Technology India Pvt. Ltd.
06.2010 - 07.2022
- Identified plans and resources required to meet project goals and objectives.
- Managed projects from procurement to commission.
- Met project deadlines without sacrificing build quality or workplace safety.
- Planned, designed, and scheduled phases for large projects.
- Managed internal and external client-facing relationships through transitional periods.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Identified impacted parties, business partners and resources required for planned changes.
- Created methods to integrate functions, optimize processes and prepare staff through proactive training.
- Partnered with business teams to understand needs and mitigate potential problems.
- Designed processes and systems supporting business needs before, during and after transitions.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Maintained open communication by presenting regular updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Analyzed project performance data to identify areas of improvement.
Associate Customer Engineer
APL Solutions Pvt. Ltd
11.2008 - 06.2010
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
- Monitoring infrastructure capabilities and troubleshooting.
- Participating in the development of Overall System architecture.
- Participating in the upgrading of operating systems and design of systems enhancements.
- Installing, Managing, and Implementing Windows OS.
- System Maintenance, System Hardware & Network Troubleshooting.
- Software & Hardware Installation.
- Provided input for documentation on new or existing systems.
Customer Support Engineer
IT Source India Tech Pvt. Ltd.
04.2007 - 11.2008
- System Maintenance, System Hardware & Network Troubleshooting.
- Software & Hardware Installation.
- Structured Cabling infrastructure designing for LAN/WAN.
- Basic network connectivity problems.
- Installing, Managing, and Implementing Windows OS.
- Troubleshooting of Operating System problems and peripherals
Education
Bachelor Program in Information Technology - Information Technology
Global Institute of Technical & Management Studies
Nagpur 04.2001 -
Diploma in Mechanical Electronics -
Industrial Training Institute
Chandrapur 04.2001 -
Skills
Service Delivery Operations
Customer Relationship Management
IT Infrastructure Management
Cloud Computing – Microsoft Azure (IAAS)
Virtualization
ITIL
Office 365
Microsoft Windows Servers / Clients
Cisco Networking
End User Services Management
Certification
Foundations of Project Management