Naveen Anand
Service Manager @Momentum Financial Services Group
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WORK HISTORY
Service Manager @Momentum Financial Services Group
Toronto, ON, CA
Directed end-to-end IT service delivery for a high-volume service desk, ensuring alignment with business objectives, consistent SLA achievement, and superior customer experience across all support channels. Led, coached, and developed a high-performing team while establishing governance frameworks, performance metrics, and quality standards to drive operational excellence.Owned major incident management and service restoration for business-critical disruptions, acting as the single point of accountability for stakeholder communication, risk mitigation, and rapid resolution. Partnered with cross-functional technology teams, vendors, and business stakeholders to resolve complex issues, reduce service disruptions, and enhance system reliability.Drove continuous service improvement initiatives by leveraging data analytics, trend analysis, and root cause insights to reduce incident volumes, improve first-contact resolution, and optimize cost-to-serve. Championed ITIL best practices across Incident, Problem, and Change Management, ensuring standardized processes and improved service maturity.Acted as a strategic liaison between IT and business units, translating operational insights into actionable improvements, influencing decision-making, and contributing to long-term service delivery strategy. Played a key role in driving automation, process optimization, and service innovation to enhance efficiency and user satisfaction.
EDUCATION
Alliance University
Executive Post Graduate Diploma in Management, Project Management
SKILLS
ABOUT NAVEEN ANAND
I’m a PMP® certified Project Manager, Service Delivery and Transformation Leader with 20+ years of experience driving operational excellence, large-scale IT service delivery, and strategic transformation across banking, IT, pharma, healthcare, and telecom industries, supporting Fortune 500 clients. I specialize in leading high-performing teams, stabilizing complex environments, and aligning technology services with business outcomes.Across my career, I’ve delivered measurable impact - reducing recurring incidents by up to 50%, improving NPS by 29%, and unlocking over $7M in cost savings through automation, process optimization, and data-driven decision-making. I bring deep expertise in ITIL practices, Lean Six Sigma, and project/program management, with a strong focus on proactive incident management, service improvement, and governance.I have also enabled automation through chatbots and ChatGPT-driven solutions to streamline service desk intake, enhance self-service capabilities, and significantly improve service delivery efficiency.Currently, I lead end-to-end service desk operations, driving SLA performance, major incident management, and continuous improvement initiatives. I’m passionate about leveraging analytics, automation (RPA, self-healing), and cross-functional collaboration to enhance service reliability and customer experience. I successfully led the transition of the Helpdesk from an outsourced model to a fully in-house service desk, strengthening operational control, improving service quality, and enabling greater alignment with business priorities.I thrive in environments that demand strategic thinking, stakeholder influence, and execution excellence. I’m always open to connecting with leaders who are driving meaningful transformation.
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