Ninad Jambhale

About Ninad Jambhale

I’m an experienced IT Service Management (ITSM) professional with proven expertise in Incident, Problem, and Change Management across enterprise environments. Currently working with Capgemini as a Senior Consultant in the Service Management Group (SMG), I focus on driving service stability, automation, and continual process improvement.At Capgemini, I have been responsible for leading the ITSM process transition from the ground up — defining and configuring SLAs, creating Standard Operating Procedures (SOPs), and building detailed process documentation to ensure smooth service delivery and governance alignment.In Problem Management, I conduct thorough Root Cause Analyses (RCA) and implement Corrective and Preventive Actions (CAPA) to reduce recurring incidents and enhance service reliability.As part of Change Management, I manage planning, risk assessment, and execution through CAB and E-CAB meetings, ensuring seamless deployments with minimal business impact. My approach emphasizes stakeholder collaboration, proactive governance, and clear communication throughout the change lifecycle.I have also automated ServiceNow dashboards and reporting, delivering real-time visibility into SLA and KPI performance metrics. Additionally, I prepare and present weekly and monthly PowerPoint reports to clients and stakeholders, driving transparency and continuous improvement through data-driven insights.I’m passionate about achieving operational excellence through process optimization, automation, and continual service improvement (CSI) — ensuring that every improvement adds measurable business value. Key Highlights:Led complete ITSM process transition — SLA setup, SOP creation, and documentation.Automated ServiceNow dashboards and reports, reducing manual effort by 40%.Reduced P1 incidents by over 80% through proactive RCA and preventive actions.Conducted CAB and E-CAB sessions ensuring risk-free, compliant change execution.Delivered weekly/monthly reports and presentations to clients and leadership.Strengthened Problem and Change Management through continual process improvement initiatives.

Experience

1. Senior Services Consultant

   Capgemini

   Oct 2023 — Present

   Lead ITSM operations for Incident, Problem, and Change processesAutomated ServiceNow dashboards and reports, reducing manual reporting time by 40%.Reduced P1 incidents from 30 to 5 per month through proactive RCA and preventive measures.Conducted Root Cause Analysis (RCA) for P1/P2 incidents; coordinated corrective actions with SMEs.Implemented preventive measures as part of Continual Service Improvement (CSI) to eliminate recurring issues.Conducted CAB/E-CAB meetings ensuring all changes were risk-assessed and approved.Led Major Incident Management to ensure rapid restoration of services.Generated KPI and SLA trend reports for management insights.Facilitated cross-functional team meetings to enhance project collaboration and communication.Created detailed documentation for processes, tools, and methodologies used in projects.Managed risks by identifying potential issues early and proposing mitigation strategies.Facilitated workshops with stakeholders to review current procedures and develop new processes.Conducted weekly and monthly performance review meetings with clients covering Problem, Change, and Incident Management to ensure SLA compliance, service stability, and continuous improvement in IT service delivery.

Education

• University of Mumbai

  Science

  2003 — 2004

• K.B. Patil College

  Bachelor of Science, Mathematics