Nithya Jayachandar

Senior Operations Leader for a large UK-based engagement, responsible for stabilizing and scaling multi-track IT operations across Service Desk, JML, and Deskside Support. Led a major ServiceNow transition as the single point of accountability, ensuring controlled implementation, governance, and sustained operational performance. Trusted by clients and leadership to drive service stability, stakeholder alignment, and business continuity.

KEY ACHIEVEMENTS

Operational Excellence & Stakeholder Confidence: Delivered consistent SLA and CSAT outcomes across IT operations handling 600+ daily interactions, acting as the primary interface for clients, leadership, and delivery teams.

ServiceNow Transition Ownership: Led end-to-end ServiceNow transition as SPOC, covering ITSM module implementation, testing, go-live readiness, stabilization, and ongoing monitoring.

Major Incident & Service Governance: Established robust major incident and escalation frameworks, leading bridge calls and RCA reviews to improve resolution effectiveness.

Service Optimization & Workforce Planning: Improved performance through queue optimization, backlog reduction, and capacity planning during high-volume and transition phases.

Knowledge, Audit & Compliance Readiness: Strengthened knowledge management and SOP governance, maintaining audit-ready operations.

Business Continuity & Risk Management: Led ISO audits, business continuity planning, and operational risk mitigation to ensure service resilience.

Leadership Intervention & SLA Recovery: Appointed as Acting Manager across multiple engagements to stabilize services and move accounts from Amber to Green SLA status.

Talent, Brand & Business Enablement: Supported talent acquisition, represented the organization at academic forums (900+ students), and contributed to new business wins through client presentations.

Led training delivery, capability building, and operational readiness for support teams.

Provided technical and process leadership for a 40-member team, managing major incidents, audits, CAB activities, and training.

Delivered enterprise technical support, ILC engineer and Aspirant Softskills trainer for SD account.

Provided SLA-driven infrastructure and application support.