Headline

IT Service Delivery Leader | AVP · Sr. SDM | 500+ Users · 40-Person Teams · 98% SLA | Application & Infra Support | ITIL · CSM | WNS · Lloyd’s London · Insurance & BPO

About

I'm a Senior IT Service Delivery leader specialising in Application & Infrastructure Support, Production Operations, and Project Delivery for global clients. Currently leading a 40-person cross-functional IT team at WNS Global Services, supporting 500+ users across India, the USA, and the Lloyd's of London insurance market. The number I lead with in every conversation: 98%+ SLA compliance — sustained for 5 consecutive years with zero C-suite escalations. But metrics only tell half the story. The other half is the work behind them: → Re-engineered manual workflows that saved a client millions of USD — recognised with two separate monetary awards → Cut incident MTTR by 35% through a structured RCA playbook now adopted org-wide → Reduced team attrition by 30% by building career frameworks where there were none → Introduced AI/GenAI tooling into support workflows — lifted first-contact resolution from 62% to 78% → Governed multi-vendor ecosystems delivering 15% YOY cost savings without service degradation I've been recognised 5 consecutive quarters at client town halls — a record within my account team. I hold the WNS BPET Award for project management excellence and the Accelerator Champions Club Award for sustained delivery leadership. My domain depth: Insurance technology (Sequel Eclipse, Ingenium/Policy Admin, Ceded RE, Comply Advantage), ITSM platforms (ServiceNow, JIRA, BMC Remedy), Cloud (Azure, Zscaler), and Analytics (SQL Server, Power BI). Who I work best with: IT service companies, BPOs, and global enterprises that need someone who can talk to a developer debugging a Sev-1 at 2am and a CFO reviewing support costs at 9am — and be credible in both rooms. If you're building a senior IT delivery function, scaling a support operation, or want to talk about what actually moves the needle in application and infrastructure support — let's connect. 📩 savla.nimesh@gmail.com | Mumbai, India | Open to senior opportunities across India & global remote

Location

Pune District

Work experience

Information Technology Service Delivery Manager at WNS Global Services, Jun 2019 - Present · 7 yrs 1 mo, Pune, Maharashtra, India, Leading end-to-end IT service delivery for a Fortune-500 BPO client's global operations spanning India, USA, and the Lloyd's of London insurance market. 🏆 Sustained 98%+ SLA compliance for 5 consecutive years across application and infrastructure support for 500+ users — zero escalations to client C-suite in any quarter. 📉 Reduced application incident MTTR by 35% by institutionalising a Root Cause Analysis playbook that eliminated recurrence of 80% of Sev-1 incident categories across all support tracks. 💰 Earned 2 client monetary awards — the highest individual recognition at WNS — for process innovations that saved the client millions of USD and eliminated 260+ person-hours of manual effort annually. 👥 Built and scaled a 40-person cross-functional IT team (helpdesk, app support, infra ops); introduced structured career-pathing and monthly coaching, cutting voluntary attrition by ~30% in 2 years. 🏗️ Architected solution-design frameworks for 3 major application & infrastructure rollouts, enforcing 100% GDPR compliance and cutting post-go-live incident volumes by 40% vs. prior implementations. 🤖 Introduced AI/GenAI (ChatGPT) into helpdesk workflows, reducing handle time by 20% and lifting first-contact resolution from 62% → 78% within two quarters of adoption. 📊 Governed multi-vendor supplier ecosystem with KPI-linked SLA enforcement — delivered 15% YOY cost optimisation without service degradation. 🏆 Named top performer at 5 consecutive client quarterly town halls — an unmatched record within the account team. Recipient of WNS BPET Award and Accelerator Champions Club Award.

Associates - Projects at Cognizant Technology Service, Jan 2011 - Jun 2019 · 8 yrs 6 mos, Mumbai, Maharashtra, India, 8-year progressive tenure spanning L3 technical support, Business Analysis, and Project Leadership for insurance and pharma clients including Canara HSBC Life Insurance and Novartis. ✅ Resolved 95%+ of complex application incidents within SLA across an 8-year tenure — zero critical defects post-release across 4 major insurance platform upgrades. 📐 Designed effort-estimation and cost-sheet models adopted as delivery-unit standards — cut project planning cycle time by 25% and improved bid accuracy by 30%. 📊 Built SQL reporting suite that compressed ad-hoc report turnaround from 2 days → same-day delivery, freeing 5+ analyst hours weekly. 🔄 Led Agile sprint ceremonies as CSM-certified Scrum Master — improved backlog-to-delivery throughput by 20% within two quarters.

Executive - BA Support at Birla Sun Life Insurance Co. Ltd, Oct 2006 - Jan 2011 · 4 yrs 4 mos, Thane, Maharashtra, India, Foundation role supporting Life and Group Insurance applications on Ingenium Policy Admin System. 🎯 Achieved 90%+ first-touch resolution rate — cut L2/L3 escalations by 35% within 18 months. 📚 Pioneered incident root-cause documentation framework adopted team-wide — reduced repeat incidents by 25% over 12 months, forming the team's first ITIL-aligned knowledge base.

Education

B Com, Commerce, L S Raheja College, Santacruz (W)

C N high School, Mumbai