Nikhil Vimal Toshniwal
Service Delivery Manager
- Role
- Senior Specialist - Program & Project Management at LTIMindtree
- Location
- Milwaukee, WI, US
- LinkedIn followers
- 500 followers
About Nikhil Vimal Toshniwal
Dynamic IT Program & Service Delivery Leader with 14+ years of global experience, I…
Experience
Senior Specialist - Program & Project Management
Dec 2019 — Present · Milwaukee, WI, US
Service Delivery Manager (SDM)| Change Manager• Directed 24x7 AMS and Service Desk operations, generating $27M+ revenue over 5 years in a multi-vendor competitive environment.• Led stakeholder engagement and escalation management, ensuring timely resolution and client satisfaction.• Managed Major Incident (MIM), Incident, and Service Request processes, along with proactive and reactive problem management, downtime reduction, and vulnerability remediation.• Drove continuous improvement initiatives, ensuring SLA adherence, audit compliance (SOX, ISO, InfoSec, CMMI), and delivered leadership reporting (weekly, monthly, quarterly, ad-hoc).• Oversaw tool/IP implementation and enforced knowledge management as an ongoing process.• Defined, implemented, and governed the Change Management process in the capacity of Client Change Manager.• Managed build-to-run transitions, ensuring seamless handover and operational readiness.• Contributed to RFP responses through empirical analysis and ticket trend insights.Program & Project Management (PM/PMO)• Executed vendor evaluation, selection, and management, ensuring alignment with organizational goals.• Managed resource tracking, risk and issue management, forecasting, invoicing, and adherence to quality standards.• Oversaw account-level business operations, including resource utilization, accounts receivable, prevention of unbilled revenue, and margin improvement plans (MIP) with cost optimization commitments.
Education
Vivekananda Degree College Of Arts Commerce and Science
Bachelor of Science (BSc), Information Technology
2003 — 2006
Sri Ma Bal Niketan
10th, None
1991 — 2001
Mulund College of Commerce
12th, Commerce
2001 — 2002
Mumbai Educational Trust, MET League of Colleges
Master of Computer Applications (MCA), Computer Programming, Specific Applications
2006 — 2009
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