---
title: "Nimesh Savla (CSM, ITIL, ITSM) - Information Technology Service Delivery Manager in Pune District | Tal"
description: "Meet Nimesh Savla (CSM, ITIL, ITSM), 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 based in Pune District."
image: "https://tal.club/meet/nimesh/share-image"
---

# Nimesh Savla \(CSM, ITIL, ITSM\) on Tal

## 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

[View the original profile](https://tal.club/meet/nimesh)

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