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Shivani Nakkana, PMP

Senior Project Manager | Program Manager | PMP® | PSM I | ITIL® | Agile Delivery Leader | Digital Transformation | Application Development & Service Delivery | Stakeholder Management | Global Project Execution

Bangalore Urban

8+ years of work experience

NTT DATA North America
Oct 20233 yrsPresent

Bengaluru

Lead end-to-end delivery of enterprise application development programs for U.S. clients, managing cross-functional teams of 10–15 members and overseeing project portfolios valued at approximately $1M while maintaining 98% on-time delivery. Drive Agile and Hybrid project execution across multiple workstreams, leading sprint planning, backlog prioritization, resource management, risk mitigation, and dependency tracking to improve delivery predictability and operational efficiency. Establish and govern project management frameworks including RAID logs, KPI dashboards, budget tracking, change management, executive reporting, and performance monitoring to support informed decision-making and successful project outcomes. Partner with business leaders, technology teams, vendors, and client stakeholders to align strategic objectives, manage scope and budgets, resolve risks proactively, and deliver high-quality solutions with 95%+ stakeholder satisfaction and zero critical escalations.
Indium Software
May 20221 yr 5 mosSep 2023

Bengaluru

Led ITIL-driven Application Management Services (AMS) and application development engagements, managing cross-functional teams of 4–6 professionals while consistently achieving 95%+ SLA compliance across Incident, Problem, Change, Release, and Service Request Management. Directed end-to-end service delivery, project execution, stakeholder communication, resource planning, and SDLC governance, improving operational efficiency by 25% and ensuring seamless delivery of client commitments. Spearheaded Major Incident Management, Root Cause Analysis (RCA), Problem Management, and Continuous Service Improvement initiatives, reducing recurring incidents by 30% and improving Mean Time to Resolution (MTTR) by 35%. Governed change and release management processes including impact assessments, CAB approvals, deployment planning, process automation, and knowledge management, achieving 98% release success rates while supporting client retention, contract renewals, and business growth.
Amazon
Dec 20183 yrs 6 mosMay 2022

Greater Hyderabad Area

Designed and delivered enterprise-wide training programs for 2,500+ employees across Associate, Team Lead, Manager, and Leadership levels, achieving 95%+ training compliance and accelerating workforce productivity through classroom, virtual, and blended learning solutions. Managed large-scale learning and development initiatives, collaborating with business stakeholders, operations leaders, and cross-functional teams to drive capability building, onboarding excellence, and organizational readiness. Served as Program Custodian for SOPs, Statements of Work (SOW), process documentation, and knowledge management frameworks, ensuring process standardization, audit readiness, compliance, and operational consistency across high-volume business functions. Led Learning Management System (LMS) administration, Train-the-Trainer (TTT) programs, performance tracking, and continuous improvement initiatives, increasing training effectiveness by 30% and strengthening organizational learning outcomes.
Amazon
Dec 20183 yrs 6 mosMay 2022

Engineered, managed, and facilitated enterprise-wide training programs for over 2,500 employees across Associate, Team Lead, Manager, and Leadership levels, attaining 95%+ training compliance and accelerating new-hire productivity through classroom, virtual, and blended learning methodologies. Functioned as Program Custodian for Standard Operating Procedures (SOPs), Statements of Work (SOW), process documentation, and knowledge management frameworks, ensuring complete process standardization, audit readiness, and operational consistency across high-volume business functions. Administered Learning Management System (LMS) operations, initiated Train-the-Trainer (TTT) programs, managed stakeholder engagement, tracked performance, and executed capability development initiatives, elevating training effectiveness by 30% and strengthening organizational learning and workforce readiness.
Concentrix
Jul 20179 mosMar 2018

Visakhapatnam

Delivered exceptional customer support across voice, chat, and email channels, consistently achieving 95%+ customer satisfaction scores while resolving customer inquiries and service issues within defined SLAs. Managed high-volume customer interactions, escalations, and issue resolution processes, demonstrating strong communication, stakeholder management, and problem-solving capabilities in a fast-paced environment. Analyzed customer feedback, service trends, and recurring issues to identify process improvement opportunities, contributing to a 20% reduction in repeat contact volumes and enhancing overall customer experience. Collaborated with cross-functional teams to ensure service quality, operational efficiency, and customer-centric outcomes while maintaining compliance with organizational standards and performance metrics.

Shivani’s AI Stack

langchain
langchain
openai
openai
ChatGPT
ChatGPT

Education

Indian Institute of Management Tiruchirappalli

Post Graduation Certificate in Executive General Management Program

Indian Institute of Management Tiruchirappalli

20221 yr2023
Andhra university

Bachelor of Commerce, Accounting, Finance and Banking

Andhra university

20153 yrs2018

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Headline

Senior Project Manager | Program Manager | PMP® | PSM I | ITIL® | Agile Delivery Leader | Digital Transformation | Application Development & Service Delivery | Stakeholder Management | Global Project Execution

About

Project and Program Manager with 8+ years of experience leading enterprise application delivery, IT service management, Agile project execution, and organizational transformation initiatives across global organizations. Proven track record of delivering complex technology programs, managing cross-functional teams, driving stakeholder alignment, and ensuring successful project outcomes in fast-paced, customer-centric environments. Currently working as a Digital Project Manager, leading enterprise application development programs for global clients, managing project portfolios valued at approximately $1M, and driving end-to-end delivery across Agile, Scrum, Hybrid, and ITIL-based environments. Experienced in project governance, budget management, resource planning, risk mitigation, change management, service delivery, and executive stakeholder engagement. Throughout my career, I have successfully managed application development projects, application support services, operational excellence initiatives, and large-scale training programs while consistently achieving delivery milestones, SLA commitments, and business objectives. My experience spans project management, program management, PMO governance, IT service management, process improvement, knowledge management, and organizational capability development. Key Areas of Expertise: → Project Management & Program Management → Agile, Scrum, Waterfall & Hybrid Delivery → PMO Governance & Portfolio Management → Digital Transformation & Enterprise Applications → Stakeholder & Executive Management → Budget, Resource & Capacity Planning → Risk, Issue & Dependency Management → Change & Release Management → IT Service Management (ITIL) → Application Development & Service Delivery → Vendor & Client Relationship Management → Process Improvement & Operational Excellence → Cross-Functional Team Leadership → Strategic Planning & Business Alignment Certifications include PMP®, Professional Scrum Master (PSM I), ITIL® 4 Foundation, and multiple certifications in Generative AI, Project Management, DevOps, and Cloud Technologies. I am passionate about delivering business value through technology, building high-performing teams, improving operational efficiency, and helping organizations successfully execute strategic initiatives. I thrive in collaborative environments where innovation, customer focus, and continuous improvement drive measurable business outcomes. Let's connect to discuss project leadership, technology transformation, Agile delivery, operational excellence, and business growth.

Location

Bangalore Urban

AI stack

langchain

openai

ChatGPT

Work experience

Digital Project Manager at NTT DATA North America, Oct 2023 - Present · 3 yrs, Bengaluru, Lead end-to-end delivery of enterprise application development programs for U.S. clients, managing cross-functional teams of 10–15 members and overseeing project portfolios valued at approximately $1M while maintaining 98% on-time delivery. Drive Agile and Hybrid project execution across multiple workstreams, leading sprint planning, backlog prioritization, resource management, risk mitigation, and dependency tracking to improve delivery predictability and operational efficiency. Establish and govern project management frameworks including RAID logs, KPI dashboards, budget tracking, change management, executive reporting, and performance monitoring to support informed decision-making and successful project outcomes. Partner with business leaders, technology teams, vendors, and client stakeholders to align strategic objectives, manage scope and budgets, resolve risks proactively, and deliver high-quality solutions with 95%+ stakeholder satisfaction and zero critical escalations.

Project Lead – Application Management Services at Indium Software, May 2022 - Sep 2023 · 1 yr 5 mos, Bengaluru, Led ITIL-driven Application Management Services (AMS) and application development engagements, managing cross-functional teams of 4–6 professionals while consistently achieving 95%+ SLA compliance across Incident, Problem, Change, Release, and Service Request Management. Directed end-to-end service delivery, project execution, stakeholder communication, resource planning, and SDLC governance, improving operational efficiency by 25% and ensuring seamless delivery of client commitments. Spearheaded Major Incident Management, Root Cause Analysis (RCA), Problem Management, and Continuous Service Improvement initiatives, reducing recurring incidents by 30% and improving Mean Time to Resolution (MTTR) by 35%. Governed change and release management processes including impact assessments, CAB approvals, deployment planning, process automation, and knowledge management, achieving 98% release success rates while supporting client retention, contract renewals, and business growth.

Training Program SME at Amazon, Dec 2018 - May 2022 · 3 yrs 6 mos, Greater Hyderabad Area, Designed and delivered enterprise-wide training programs for 2,500+ employees across Associate, Team Lead, Manager, and Leadership levels, achieving 95%+ training compliance and accelerating workforce productivity through classroom, virtual, and blended learning solutions. Managed large-scale learning and development initiatives, collaborating with business stakeholders, operations leaders, and cross-functional teams to drive capability building, onboarding excellence, and organizational readiness. Served as Program Custodian for SOPs, Statements of Work (SOW), process documentation, and knowledge management frameworks, ensuring process standardization, audit readiness, compliance, and operational consistency across high-volume business functions. Led Learning Management System (LMS) administration, Train-the-Trainer (TTT) programs, performance tracking, and continuous improvement initiatives, increasing training effectiveness by 30% and strengthening organizational learning outcomes.

Training Specialist at Amazon, Dec 2018 - May 2022 · 3 yrs 6 mos, Engineered, managed, and facilitated enterprise-wide training programs for over 2,500 employees across Associate, Team Lead, Manager, and Leadership levels, attaining 95%+ training compliance and accelerating new-hire productivity through classroom, virtual, and blended learning methodologies. Functioned as Program Custodian for Standard Operating Procedures (SOPs), Statements of Work (SOW), process documentation, and knowledge management frameworks, ensuring complete process standardization, audit readiness, and operational consistency across high-volume business functions. Administered Learning Management System (LMS) operations, initiated Train-the-Trainer (TTT) programs, managed stakeholder engagement, tracked performance, and executed capability development initiatives, elevating training effectiveness by 30% and strengthening organizational learning and workforce readiness.

Customer Service Representative at Concentrix, Jul 2017 - Mar 2018 · 9 mos, Visakhapatnam, Delivered exceptional customer support across voice, chat, and email channels, consistently achieving 95%+ customer satisfaction scores while resolving customer inquiries and service issues within defined SLAs. Managed high-volume customer interactions, escalations, and issue resolution processes, demonstrating strong communication, stakeholder management, and problem-solving capabilities in a fast-paced environment. Analyzed customer feedback, service trends, and recurring issues to identify process improvement opportunities, contributing to a 20% reduction in repeat contact volumes and enhancing overall customer experience. Collaborated with cross-functional teams to ensure service quality, operational efficiency, and customer-centric outcomes while maintaining compliance with organizational standards and performance metrics.

Education

Post Graduation Certificate in Executive General Management Program, Indian Institute of Management Tiruchirappalli

Bachelor of Commerce, Accounting, Finance and Banking, Andhra university