Open to opportunities

Kashif Tahir

@kashiftahir

Regional operations executive improving SLA, resolution time, and client outcomes through data-driven service delivery leadership.

United States

Message

What I'm looking for

I’m looking to bring data-driven, client-obsessed operating discipline to a growing Texas region—owning SLA and resolution outcomes, modernizing service delivery, and building accountable teams that scale with the right budgets and governance.

I’m a service delivery operations executive with more than fifteen years leading distributed technical teams, translating service data and client feedback into concrete process improvements that protect customer outcomes.

I’m comfortable serving as the senior escalation point for critical client issues while driving operational performance—holding SLA attainment above 99% and reducing resolution times by more than 30% through standardized escalation paths, quality standards, and root cause discipline.

I own operational budgeting and vendor relationships, and I’ve uncovered more than $550K in annual savings through contract renegotiation and process efficiency—while still raising service quality and preserving client trust.

I build the structures that scale: performance-review cadence, coaching and accountability, queue health and KPI dashboards (Power BI, Datadog), and hiring/onboarding/capacity planning aligned to demand. I’m also hands-on with ITSM modernization, including ServiceNow workflow standardization, automation, and documentation that keeps operations audit-ready—especially in regulated healthcare environments.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Regional Delivery Ops

Current

AMN Healthcare

Feb 2026 - Present (6 months)

Led service delivery operations for a distributed healthcare organization by standardizing escalation paths and quality standards across accounts. Improved MTTR by more than 30% through proactive monitoring and root-cause discipline and built Power BI/Datadog dashboards for SLA and queue visibility.

Service Delivery Operations SLA Management Ticket Quality Root Cause Analysis Power BI Datadog Vendor Management Capacity Planning

Senior Manager, Service & Vendor Ops

Witherite Law Group

Jun 2025 - Dec 2025 (6 months)

Reset service delivery and vendor management by moving from reactive ticket handling to a governed, SLA-driven model in under six months. Identified $550K+ in annual savings, implemented escalation and quality governance, and introduced AI-assisted workflows to reduce manual triage and improve resolution speed.

Service Delivery SLA Management AI Assisted Workflows Root Cause Analysis Resolution Speed Improvement Vendor Management Contract Negotiation

IT Manager, Service Delivery & ITSM

Element 5, Inc.

Jul 2024 - Apr 2025 (9 months)

Led a ServiceNow migration to standardize incident, request, and escalation workflows and connected ServiceNow to Power BI for automated queue and KPI dashboard updates. Automated ticket classification and impact assessment, cutting resolution time by 35% and improving SLA attainment, while managing Microsoft 365 and AWS administration.

ServiceNow ITSM Power BI Impact Assessments SLA Management Microsoft 365 AWS End User Computing

Regional IT Manager, Service Delivery

Hcl Tech

Jun 2022 - Jun 2024 (2 years)

Led service delivery for a regional book of distributed client teams, owning escalation and SLA governance across accounts. Reduced resolution time by 25% using proactive monitoring and root-cause analysis and worked with client business leaders to raise service standards across differing account maturity levels.

Service Delivery SLA Escalation Management Root Cause Analysis Resolution Times Client Stakeholder Management

Senior Infrastructure Services Manager

Wipro Limited

Jun 2018 - Jun 2022 (4 years)

Managed service delivery and incident operations for enterprise clients by standardizing practices that varied by account. Partnered with cloud providers and enterprise stakeholders to modernize workflows and strengthen business continuity planning, and handled vendor management and contract administration.

Incident Management Service Delivery Management Business Continuity Planning Vendor Management Contract Administration Stakeholder Management

Technology Manager

Cross Country Healthcare

May 2008 - May 2018 (10 years)

Built an initial service delivery operating model and established early vendor management and quality governance practices. Started in hands-on technology support roles, emphasizing process discipline to achieve consistent client outcomes.

Technology Support Service Delivery Vendor Management Quality Governance