ITIL v4–Certified ITSM & Service Delivery Project Coordinator | Incident, Change & Field Service Management | Cloud & AI Enthusiast I am into S
Quick contacts: mathavanamali121@gmail.com · LinkedIn
ITIL v4–certified ITSM & Service Delivery Project Coordinator with over 3.5 years of global experience supporting clients across BFSI, Healthcare, Retail, Telecom, Manufacturing, Automotive, Construction, and IT sectors. Adept at managing end-to-end ITIL processes including Incident (P1–P4), Change, Problem, Knowledge, and Service Request Management using platforms like ServiceNow and SIMS across US, UK, EMEA, and APAC regions. Proven expertise in field service operations, technician Dispatch, Workforce & Field Coordination (FSM/WFM), IMACD operations, and real-time logistics tracking, and remote troubleshooting through tools like Appgate, Ivanti, and PuTTY. Known for delivering 98% SLA/OLA compliance, driving 30% MTTR reduction, and supporting 24×7 global operations. Proactive communicator, trainer, and cross-functional collaborator recognized for client excellence awards.
As part of the PMO and Transition team for Infra Managed Services & Support Projects, I ensure seamless coordination between teams, clients, and stakeholders, tracking project milestones, managing risks, and optimizing processes for efficient service delivery. Responsibilities include planning and tracking IT/infrastructure projects, stakeholder collaboration, SLA governance via ServiceNow, reporting & dashboards, resource scheduling, and escalation management.
Delivered ITIL-aligned service delivery support for global clients by coordinating Service Desk, L2/L3 teams, field engineers, and 3rd-party vendors to ensure SLA / KPI / OLA compliance. Planned and scheduled technicians for FSRs, managed IMACD, break/fix and emergency dispatch, tracked logistics and RTNs, validated service completion, prepared MIS and SLA dashboards, and provided daily/weekly reporting to leadership. Recognized with Client Appreciation Award for dispatch efficiency and SLA compliance.
Delivered ITSM support for Deutsche Bank’s CTB initiatives; managed end-to-end Change & Incident lifecycle in ServiceNow, coordinated CAB meetings and CMDB audits, acted as IC for P1/P2 incidents, drove RCA/PIR activity and KEDB updates, and produced SLA/KPI reporting. Received multiple awards including Champ Awards (Q1 FY22 & Q2 FY23).
Short description of the project goes here.
Led decommissioning of 60+ Dell VMAX units, released 300x 42U rack spaces, saved power and cost.
Coordinated migration of 50+ EMC arrays; improved uptime and delivered £6.6M infrastructure cost savings.
Relocated 200+ servers into virtual environment within 90 days with minimal downtime.
Program Lead — enabled 90+ employees, 80+ certifications, improved cloud readiness.
Managed daily dispatch & field ops for US regions handling 100+ daily work orders (IMACD, break/fix).
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Interested in working together? I’m available for opportunities in Chennai, Bangalore, Hyderabad, or remote. Immediate availability (Last Working Day: Feb 24, 2025). Flexible for rotational shifts.
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