Nilima Achanti

About Nilima Achanti

Across my career, I have been recognized as a transformational leader and resourceful change catalyst with advanced expertise in application portfolio management, PMO leadership, client services, and product development. As the owner of large-scale national and global technical projects, with multimillion-dollar budget oversight, I leverage a customer-first mindset to overhaul and/or automate key processes. My recent career highlights include: Decreased major incidents to less than 1% and average problem resolution time to less than 2 days. Boosted NPS from 63 to up to 95 in select groups and 84 overall, against a goal of 82. Automated 95% of previous manual testing and shortened platform upgrades from 2.5 months to 2 weeks. Achieved team retention rate of 97%. Delivered a $10M infrastructure buildout for a world-class center of excellence. Above all, I believe in the power of people. As a skilled talent maximizer, I have been noted for my ability to effortlessly make sense out of chaos and lead high-performance teams to deliver projects/services, directly aligned to objectives, in even the most challenging and ambiguous circumstances. Inspired by collaborative and growth-focused environments, I bring structure to competing demands and priorities. In addition to my hands-on work, I hold both a master of science and bachelor of science in computer science from Alabama A&M University. My areas of expertise include: Program Management | Project Management | Enterprise Software | SaaS | Product Lifecycle Management | New Product Development | Strategic Planning | Demand Management | IT Infrastructure | Software & System Engineering | Process Improvement | Agile Methodologies | Vendor Management | Contract Negotiations | M&A System Integration | Business Relationship Management | Budget and P&L Management | Staffing, Coaching, & Team Building

Experience

1. Senior Manager, IT (Servicenow)

   Thermo Fisher Scientific

   Jan 2018 — Present · CA

   In this role, I lead the product strategy, roadmap, and execution of all 25 modules of the ServiceNow application supporting a user base of 100K (650K monthly transactions) with $4M budget oversight. I serve as the platform owner, leading a cross-functional staff of 15+ across three shifts (24/7/365), overseeing incident, problem, and project management. I also drive new and enhanced foundational IT service management capabilities including automation, language, predictive analysis, colleague experience, and C-level reporting. DELIVERED RESULTS: Decreased major incidents to less than one percent and average problem resolution time to less than two days. Reduced genuine reported issues to less than five percent. Cut service times from days to minutes. Launched a centralized global IT service portal that automated/streamlined IT service requests. Boosted NPS from 63 to up to 95 in select groups and 84 overall, against a goal of 82, by creating mechanisms to define, measure, and optimize global IT performance. Automated 95% of manual testing and shortened platform upgrades from two and one-half months to two weeks. Established a prioritization system to manage departmental needs across all modules. Built a dashboard displaying current project ranking, an initiative now considered for IT global rollout. Spearheaded a groundbreaking fee-for-service model to work around budget constraints. Secured $500K+ from department heads and invited to train other departments to implement model. Led seven M&A integrations into ServiceNow and trained up to 18K people. Built the IT reporting mechanism and operational KPIs where none previously existed, providing visibility into daily performance of IT tickets and empowering groups to actively manage tickets. Achieved team retention rate of 97%+ through engaging leadership. Recognized for seamlessly making sense of chaos and leading teams to deliver. Proactively built a diverse team consisting of 70% women.